Contact Center Support Services Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $90k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 0%

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Sonova Group

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1947

🏥 Healthcare

🧬 Biotechnology

Healthcare • Biotechnology • Consumer Hearing

Sonova Group is a global leader in innovative hearing care solutions, providing a range of products including personal audio devices, hearing aids, cochlear implants, and audiological care services. Established in 1947 and headquartered in Stäfa, Switzerland, Sonova operates through multiple business units such as Hearing Instruments and Audiological Care, alongside well-known brands like Phonak and Unitron. With a presence in over 100 countries, Sonova is dedicated to improving the lives of those with hearing loss through advanced technology and comprehensive care.

📋 Description

• Lead and develop the Quality Assurance and Training teams • Foster accountability, continuous improvement, and employee development • Establish performance goals and development plans • Manage departmental priorities and resource allocation • Partner with Operations, Workforce Management, Analytics, Marketing, IT, and BPO partners • Oversee QA scorecards, evaluation processes, calibration standards, and quality reviews • Monitor compliance, patient experience, and operational performance • Identify trends and coaching opportunities to improve agent effectiveness • Lead onboarding, new-hire training, and ongoing training curriculum • Maintain knowledge-management resources, SOPs, and training materials • Support implementation of new systems and processes • Analyze quality and training results and drive improvements in schedule rate, show-up rate, conversion rate, CSAT, NPS, and FCR • Support CRM, IVR, IVA, AI, and omnichannel initiatives • Standardize quality and training practices across locations and partners • Assist with workforce readiness and capacity planning • Create and deliver QA and training performance reports • Track coaching trends, QA scores, training completion, and proficiency metrics • Present recommendations and performance insights to leadership

🎯 Requirements

• Bachelor's degree or equivalent combination of education and experience • 5+ years of call center, contact center, or customer service leadership experience • 3+ years leading Quality Assurance, Training, Learning & Development, or Operational Excellence functions • Strong experience with coaching, performance management, and employee development • Experience developing training curriculum and quality programs • Strong analytical and problem-solving skills • Excellent communication and presentation skills • Advanced Microsoft Office skills, including Excel and PowerPoint • Experience in healthcare, hearing healthcare, patient access, scheduling, or customer care environments is preferred • Experience supporting outsourced/BPO operations is preferred • Experience with CRM systems such as Microsoft Dynamics, Salesforce, HubSpot, or similar platforms is preferred • Experience with workforce management and analytics tools is preferred • Knowledge of AI, Agent Assist, IVR, IVA, and omnichannel technologies is preferred • Bilingual in Spanish or French is a plus

🏖️ Benefits

• Medical, Dental, and Vision Insurance • 401(k) with Company Match • Paid Time Off (PTO) • Paid Holidays • Employee Assistance Program • Career Development Opportunities • Remote Work Environment • Professional development opportunities • Career growth within a rapidly evolving healthcare organization