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Description : Job SpecificationsCLOSING DATE: This position will close on September 5, 2019.The Training and Quality Supervisor will provide leadership and direction to the QA and Training Team enabling successful provision of tools and enablers that support the FRC and CSC leadership team; and other BHC Customer Services entities; in delivering Quality Service. Provide effective training, quality assurance, and customer related initiatives. Focus on successes and opportunities. Maintain a forward look and align training, customer, and quality initiatives with the business trends and the business strategies. Stay current in associated technologies, practices, and trends in the industry.SALARY RANGE: $67,100 - $87,290 (Determined by the knowledge, skills and abilities of the applicant.)REPORTING RELATIONSHIP: Customer Service Process Improvement Project ManagerLOCATION: Fayetteville, AR
A Comprehensive Relocation Plan is offered for this position! Our benefits include but are not limited to: home finding trip, transportation of household goods, temporary housing expenses, destination apartment search assistance, paid time off to move, transition and spousal career support, home finder and purchase assistance, relocation adjustment allowance, destination new purchase closing costs. Depending on individual circumstances, our benefit may also include trips home during temporary housing, renter’s lease cancellation assistance, or home marketing and sale closing cost assistance and/or purchase closing cost assistance. Contents of our relocation program are subject to change and may vary based on position.
ESSENTIAL JOB FUNCTIONS:
Customer Service QA monitoring and improvement recommendations.
Design, develop and deliver training programs specific to business needs (new and ongoing).
Delivery of training to adult audiences through a variety of methods.
Re-evaluate the training program each year to add process improvements that support the most effective and blended training methods.
Regular communications among leadership team on initiatives.
Training development and delivery planning
Making available business acumen – all aspects of the business
Capture alternative delivery of methods for messaging
Training database of attendance and of who has been trained
Database of resources and availabilities
Identifying training needs based on new industry initiatives.
Manage customer satisfaction surveys and customer effort surveys, and make improvement recommendations based upon the results and trends.
Manage QA tool processes and vendors.
Manage analytics capabilities of call recording technology and Quality Assurance.
Provide leadership and direction to the QA/Training team in alignment with organization direction and strategy.
Provide completed staff work quality outputs from all assigned activities.
ADDITIONAL RESPONSIBILITIES:
Additional projects as appropriate.
QUALIFICATIONS:
A minimum of three (3) years of leadership experience is required. Call center experience is preferred.
High school diploma or equivalent required.
Bachelor of Science Degree preferred.
Working knowledge of training methodologies, training assessment and evaluation preferred.
Working knowledge of the principles of QA monitoring, the implications of monitoring on the organization, and the monitoring technology utilization preferred.
Experience in analysis of performance based on monitoring observations preferred.
Experience in the application of employee feedback and coaching in conjunction with line leadership.
KNOWLEDGE/SKILLS/ABILITIES:
Proficiency in computer applications: Word, Excel, Access, PowerPoint, Mini-Tab, and specialized software/programs as required.
Fully conversant with training design, development and delivery processes and technology.
Conversant with QA monitoring systems and technologies, and how to utilize them in support of continuous improvement efforts.
Understand how to get the maximum value from investment in monitoring technology.
Fully conversant with an integrated Customer Information System.
Knowledge and understanding the balance among various elements of contact center leadership such as employees’ needs balanced with business requirements.
Knowledge of Customer Satisfaction, Customer Effort, and Customer Service Delivery principles.
Knowledge of Customer Satisfaction measurement methods and systems, and the providers of same such as JD Power, etc.
Training design, development and delivery skills or experience.
Excellent verbal, written, editing and interpersonal skills.
Strong problem solving skills and attention to details.
Ability to positively influence others.
Excellent interpersonal skills.
Able to balance effective process compliance with business and customer sensitivity, and relate that to other personnel.
Work in an internal team and a virtual team environment that shares common goals and daily expectations.
Work independently with minimal supervision.
Strong analytical skills.
Creative in seeking alternate solutions.
May be asked to work a flexible schedule to meet changing business needs.
MENTAL/PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:The mental and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Mental Requirements: Ability to understand, remember, apply oral and/or written instructions or other information, and communicate routine factual information. Ability to apply common sense in performing job functions, usually within a set of rules or guidelines.While performing the duties of this job, the employee is continuously (67% or more) required to: use fingers and hands, communicate, and have close visual acuity. Employee is frequently (34-66%) required to: reach, push/pull, ascend/descend stairs, position self to access lower items, and move about the office. Employee must be able to operate routine office equipment including computers and similar equipment. Must be able to routinely perform this work for an average of 6-8 hours per day and occasional extended hours as necessary. Must be capable of regular, reliable, and timely attendance.Specific lifting abilities required by this job include: Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or continuously to lift, carry, push, pull or sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.Work environment: Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise level. Must be capable of up to 15% travel (e.g. 3.5 days/month) by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Travel will be necessary to conduct the duties of this job, and the employee must have the ability to drive and have proper licensing.About our Company: We are a customer focused, growth-oriented utility company that is devoted to our communities. Our diverse culture sparks unique perspectives, opening doors to new ideas and possibilities. We have a mission to improve life with energy and a vision to be the energy partner of choice. Based in Rapid City, South Dakota, we have over 2800 employees and serve 1.2 million natural gas and electric utility customers across eight states (South Dakota, Montana, Wyoming, Colorado, Nebraska, Iowa, Kansas, and Arkansas).Enjoy our Comprehensive Benefits Package: annual incentive program, 401(k) (6% company match and up to 9% company retirement contribution), tuition reimbursement, paid time off, additional Veteran PTO, military leave differential pay, paid holidays and annual floating holidays, company paid short term and long term disability, paid maternity and paternity benefits, health and wellness program, and competitive medical, dental and vision insurance.Candidates must successfully pass a pre-employment drug screen and background check.This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. Job descriptions may and do change periodically.Black Hills Energy does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.We are an EEO Employer.
