Call Center Training & Quality Manager

Requisition No. 32693BR
Category Customer Support
Work Location StubHub San Francisco
Type : Full Time

Primary Job Responsibilities
The Call Center Training & Quality Manager will report to the Director of Customer Service at StubHub and sit on the Customer Service leadership team. This individual will be responsible for providing leadership to the StubHub CS Operations team consisting of training, quality assurance, and executive customer care (handling escalated customer complaints).

The ideal candidate will be an inspirational leader capable of working with a diverse group of management styles and guide them in support of the customer service department. This individual will be responsible for understanding the unique business needs of StubHub and managing a small team of customer service professionals in support of call centers across the country.

This person will also be a champion of the customer and try to capture that voice of the customer and provide actionable feedback to people in the department and at the company.

Job Requirements
The ideal candidate will have 10+ years of Call Center experience, with minimum 8 years as a manager or director. Additionally, prior experience in training is a plus. This includes: Excellent understanding of training best practices and experience with content creation and presentation
Experience in eCommerce, large consumer branding, or technology organizations is highly desirable. In addition, a successful candidate will have: Management presence -- a successful track record partnering with a team delivering superior business results, adaptability, flexibility, collaborative and results driven, sense of humor and ability to maintain calm. Ability to roll with and drive change in a fast-paced environment

• Act as a strategic thought partner to the StubHub CS leadership team to help build a stronger functional organization capable of enhancing the performance of our business.
• Oversee the day-to-day operation of staff (spread across 3 different sites)
• Serve as final arbiter on training and quality assurance issues that arise.
• Responsible for overseeing recruitment and hiring in department, as well as addressing staffing needs.
• Works with each of the supervisors and managers to help develop their departments as well as forecast if additional hiring is necessary
• Must work with CS Director to set goals for Ops team as well as assist with setting departmental goals
• Identifies strengths and weaknesses within the department as well as in the managers to help coach department and personnel
• Works with technology and product development to insure adequate tools are developed to address day to day needs of the department
• Provides coaching to help employees understand how their actions impact the customers and what process or coaching improvements will positively impact those customers
• Personal passion about delivering on customer commitments. Providing the optimal customer experience and understanding how to build a team to obtain that experience.
• The ability to think and act strategically while delivering operational excellence across a call center environment
• Excellent interpersonal skills; ability to work with all levels in the organization
• Excellent oral and written communication
• Strong organizational and project management skills
• SharePoint experience preferred
• BS/BA or equivalent, MBA a plus

Education Bachelors Degree or Equivalent