Summary/Objective

A Supervisor, Learning & Performance will lead a team of associates who support several functions related to associate performance improvement and development activities.  Learning & Performance team members observe and evaluate customer contacts, facilitate feedback sessions, and deliver training to associates.  This position is responsible for driving adherence to established ACA call models as well as call handling to achieve business outcomes. A Supervisor, Learning & Performance will be expected to establish strong cross-functional relationships quickly. They are expected to demonstrate a continuous improvement mindset, as well as strong commitment to providing positive customer and associate experience. This role operates fully onsite in our Spartanburg, SC office.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Responsible for meeting department goals
• Responsible for performing resource planning and allocation to ensure the department/program goals are met
• Responsible for performing ongoing monitoring and training of their associates
• Perform transaction monitoring based on ACA’s Call Model and quality guidelines to ensure optimal customer experience while maintaining business objectives
• Perform ongoing audits to ensure accuracy of the work being performed by the team
• Track and report on department results and trends
• Ensure timely and accurate remediation of call opportunities
• Support onboarding activities for new hires.
• Be a change agent in recommending solutions to improve quality, procedures, training, and coaching initiatives
• Maintain and host calibration sessions with assigned agents based on identified opportunities for all scorecards
• Manage day to day team administrative and personnel matters
• Other tasks as assigned

Qualifications

• Bachelor’s degree or equivalent work experience required  
• 3+ years of experience in direct customer contact or servicing environment
• 2+ years of experience with call monitoring, compliance, or audit programs
• 3+ years of experience providing feedback or coaching  
• 2+ years of leadership experience
• Extensive experience as a high-performing call center agent  
• Proven track record of working across multiple departments
• Experience training agents on customer service, sales, negotiations, or retention
• Excellent written and verbal communication skills with a high level of professionalism and integrity
• Interested in the growth and development of people
• Ability to adapt to change and make necessary recommendations for change
• Excellent decision making and prioritization skills
• Experience with Microsoft suite, especially Excel, Outlook, PowerPoint, and Word

Preferred Qualifications

• Experience in Collections and or Auto Finance
• Experience in speech analytics or other quality management software
• Experience directly managing a team of associates

Supervisory Responsibility

This position will supervise a team of people with various work duties.

Work Environment and Physical Demands

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Position Type/Expected Hours of Work

This is a full-time position with a work schedule of Monday-Friday with some schedule variations as needed.

Travel

This position may require up to 10% travel.

EEO Statement

ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.  ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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