Elite Contact Center Training & Quality Lead

Overview Directly leads and supervises a team of Contact Center specialized support team members as listed above, working in conjunction with directives as established by the Contact Center Training & Quality Control Administrator and Contact Center Director. This position is responsible for the direct oversight of the ‘Specialists’ teams that resolve escalated customer issues, train new and existing employees, and who perform quality control functions on all Contact Center channels. Oversight and monitoring of each specialized team include but is not limited to accuracy of response and or documentation, timely and accurate completion of training and tasks to meet and or exceed set objectives and or nonbiased review and documentation as outlined in procedures for each specific area of their responsibility. This position will be responsible for monthly coaching, performance reviews, team huddles, continued growth and development through training for personal development and to prepare, train and support the Contact Center team for any and all new and further developed areas of customer support implemented in the Contact Center or technology changes and or enhancements. Careful oversight will be required to meet and exceed individual goals as well as contribute to overall Contact Center goals and objectives, providing the highest level of quality training and review consistently operating within compliance related to established policies and procedures both within the Contact Center and United Community Bank.Position is availablie in Blairsville, GA and Laurens, SC What You’ll Do Training, coaching and oversight of the support delivery of Training Specialists, Escalation Support Specialistsand Quality Control Specialists to ensure delivery of accurate training, and impartial quality control reviewprocesses for all team members. Growth, training and development of direct reports. Team building through Team Huddles. Team meetings to gather thoughts, ideas, and collaboration on delivering consistent training and quality controlresults. All direct report reviews. Identify opportunities through these oversight areas to move the Contact Center to legendary service andperformance through feedback and training. Ensure compliance with regulatory requirements through ongoing review of procedures and audit of agentcustomer interactions. Partner with Training & Quality Control Administrator in the delivery of requested items by Internal Audit to ensureall requested review items are submitted in a timely manner. Support leadership in maintaining accurate records for audit purposesCoordinating training programs ensuring all direct reports within Contact Center quality standards and operating procedures. Assist with developing procedures, training and quality monitoring for new United Community products and/or services. Provide leadership with agent training recommendations as identified through ongoing review of exceptiontrending. Works with all levels of management to ensure relevancy of training and delivery methods suitable to needs. Periodic review of Contact Center Growth & Development Series I – VI which includes documenting any changesand or updates. Provides current research and makes recommendations for the direction of training. Stays abreast of all bank products and services, company initiatives and company goals to support employeesand the Bank in all endeavors and to assist with questions from throughout the company Works with other leaders to maintain a Team Training Calendar Assists in conversion and acquisition training as needed Compliance Training: Participate in all required compliance training, including Bank Secrecy Act/anti-moneylaundering training, as well as internal and external training programs, online training, meetings, andseminars/conferences, etc. Other Duties: This job description is not designed to cover or contain a comprehensive list of activities, duties orresponsibilities that are required of the employee. Other duties, responsibilities and activities may change or beassigned at any time with or without notice. Requirements For Success Bachelor’s degree in Business Administration and or other related field and or combination ofleadership experience, training, quality control and/or other key leadership areas within a Contact Center orsimilar environment. Knowledge of Bank products, services, initiatives and company culture Strong knowledge and experience with Contact Center policies/procedures Knowledge of bank policies and procedures Conditions of Employment Must be able to pass a criminal background & credit check This is a full-time, non-remote position, that requires schedule flexibility to work evenings and weekends as needed. This position requires up to 20% travel. FLSA Status:Exempt Ready to take your career to the next level? Apply now and become a vital part of our team! We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Pay Range USD $49,972.00 - USD $76,958.00 /Yr. #J-18808-Ljbffr United Community Banks Inc.