Manager, Customer Success, Quality, Training

🕒 Outubro 16

🐊 Florida – Remoto

🐊 Florida – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

👻 Score fantasma 11%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

Candidatar-se

Encontrar Vagas Remotas Similares

Kobie

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 1990

💼 Consultoria

🏨 Hospitalidade

📦 Logística

Consulting • Hospitality • Logistics

A Kobie é uma fornecedora global, líder de mercado, de soluções de fidelidade de ponta a ponta para as marcas de maior sucesso no mundo. Com tecnologia orientada por estratégia, a Kobie é consistentemente nomeada líder do setor pela Forrester com a missão de aumentar o valor por meio da lealdade. Transformamos dados complexos de clientes em insights acionáveis, aproveitando a tecnologia componível, IA guiada por humanos e serviços estratégicos para possibilitar resultados de fidelidade em setores como varejo, viagens e hospitalidade, serviços financeiros, entretenimento, QSR, telecomunicações e mais. Nossa plataforma Kobie Alchemy® Loyalty Cloud oferece e mede experiências de fidelidade que diferenciam as marcas. Nomeada como um dos Melhores Locais para se Trabalhar nos EUA, e Melhor Local de Trabalho Remoto, as mentes mais brilhantes em fidelidade se reúnem na Kobie, movidas pela paixão e inovação. Estamos sempre em busca de indivíduos talentosos, atualmente contratando nos EUA e na Índia, que estejam prontos para se juntar a uma cultura colaborativa e focada no crescimento.

Descrição

• Manage, lead, and continuously improve Quality Assurance, Training, Customer Success Specialist, Knowledge Management, and Escalations functions within the Contact Center • Lead and develop Quality Assurance Analysts, Trainers, and Customer Success Specialists • Conduct performance evaluations, coaching, development planning, interviewing, hiring recommendations, and performance management • Establish performance expectations and accountability for individual and team responsibilities • Ensure frontline agents have the training, resources, tools, and support needed to deliver exceptional customer experiences • Develop and enhance onboarding, continuing education, certification, and client-specific training programs • Measure training effectiveness and drive scalability through automation, digital learning, self-service tools, and innovative instructional design • Own Quality Assurance scorecards, scoring methodologies, quality documentation, and calibration standards • Analyze quality trends and partner with Operations Leadership on performance opportunities and improvement plans • Lead customer escalations, issue research, and operational support activities • Maintain Contact Center knowledge management systems, including SharePoint resources, process documentation, and knowledge articles • Develop AI-powered support tools, chatbot content, and self-service solutions • Partner with Account Leaders to keep knowledge content accurate and aligned with client requirements • Identify automation and efficiency opportunities to improve organizational scalability • Support client implementations, program launches, operational enhancements, and business initiatives through training and readiness planning • Foster accountability, innovation, continuous learning, ownership, and customer-first decision-making • Develop future leaders through coaching, mentoring, and career development • Serve as the primary operational escalation point before Senior Director involvement • Inform the Senior Director of material risks with documentation, business impacts, and recommended solutions • Manage daily operations while building a scalable, automated, future-ready organization

🎯 Requisitos

• Bachelor's Degree or equivalent business experience preferred • Five or more years of leadership experience in quality assurance, training, customer success, contact center operations, workforce development, or related fields preferred • Demonstrated ability to coach, develop, and inspire teams while holding individuals accountable for performance, engagement, and business results • Ability to analyze operational data, training effectiveness, quality trends, and customer feedback to identify opportunities, risks, and solutions • Experience with learning management systems, knowledge management tools, quality monitoring platforms, reporting tools, artificial intelligence solutions, and process automation preferred • Strong work ethic and willingness to go the extra mile • Customer-first mindset • Exceptional communication and coaching skills • Proactive and solutions-oriented approach • Ability to navigate difficult conversations effectively • High degree of autonomy and ownership • Continuous improvement mindset • Innovation and AI-forward thinking • Strong organizational and leadership skills

🏖️ Benefícios

• Flexible Time Off to recharge when needed • Nine Company-Wide Holidays • A diverse suite of benefits prioritizing your growth, development, and personal well-being • Flexible work environment and remote work • Periodic travel to support business objectives, team collaboration, customer engagements, training, and company events

📊 Verifique sua pontuação de currículo para esta vaga

Melhore suas chances de conseguir uma entrevista verificando sua pontuação de currículo antes de se candidatar.

Enviar Currículo