Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:
• Healthcare
• Insurance
• Wireless Telecommunications
• Financial Services
• Energy
• Education
• Subscriber Based Entertainment
• Tax Services
• Retail
• Cable/MSO
Vision Statement
Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.
Driven by our "expect greater" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.
The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.
Position Overview
The VOC Site Liaison Manager is responsible for VOC Communications/Initiatives at the site level, in partnership with Operations and directly accountable to the VOC Manager. VOCSL's are seated locally at the site, potentially supporting multiple clients.
Duties and Responsibilities
- Weekly VOC Forum - Local discussion of VOC findings , trends , quality KPI's addressing the site's opportunities and recognizing strengths
- Internal Calibration - (Account & Site wide) Calibration to ensure site wide calibration is
- Coordinates with local TP's to deliver VOC Program, Results CTQ's & Client Specific quality guidelines etc.
- Coordinates with Grad School Dean on VOC continuous improvement needs ,ensuring progression of VOC at associate graduate level
- Attends/ Participates in Local Committee Meetings. (Mentor Program, Tiger, CX360 Soft Audits, etc...)
- Participates in External Calibration - DC SME would lead in feedback, VOC's would communicate to the Site and add Feedback learned from local calibrations.
- Operations Meeting of the Minds - Share VOC Findings & initiatives, bring back requests from Local discussion to VOC Manager
- Submit Intake Forms for TQ Change Management / Innovation suggestions via Business Opportunities
- Works hand in hand with Operations to mentor Team Leaders in VOC (Team Leaders whose teams are struggling in QA KPI's)
- Partners with DC SME / CAG Lead to collaborate on site VOC Findings
- Responsible for local VOC Recognition Program ( partnering with Operations and VOC Manager)
- Active Role in Local New Program Implementations (Active Member in Tiger Program - Potentially home based Tiger Team)
- Communicate any Session Takeaways and Required Actions , any VOC site actions to VOC Manager
Qualifications
- Subject Matter Expert (SME) status in at least one major line of business supported at assigned sites. SME status in multiple accounts is highly desired
- Two or more years of successful, progressively responsible experience in quality / performance management (Experience leading teams as a Team Leader / Quality Lead is highly desired)
- Must not be on any disciplinary action plans or actions
- Knowledge of common analytics practices is a plus - Six Sigma, etc…
- Superior verbal and written communication skills
- Superior consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing )
- Superior organization skills and ability to multi-task in a dynamic, fast paced environment
- Ability to develop and motivate teams ( Preferred Mentor / MTB5 / Tiger Team certification)
- Ability to creatively use resources and adjust to changes quickly and professionally
- Ability to work independently with minimal supervision, but also in a team environment
- Strong computer and software skills; proficient in Microsoft Office: Word, Excel and PowerPoint
- Strong attention to detail
- Project management experience
- Ability to provided on-call support, and work a flexible schedule
The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability