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Grad School Dean at The Results Companies

Posted in Other 30+ days ago.

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Type: Full Time
Location: Martinsville, Virginia

Job Description:

Named the 2015 Best Voice Excellence Company in the Philippines by ICT International and Inc. Magazine's 5000 Fastest Growing companies in the U.S., The Results Companies is a successful Customer Experience leader on the move. Award winning solutions are the hallmark of Results' Partnership approach delivering innovative contact center outsourcing services for companies spanning all verticals including Healthcare, Travel & Entertainment, Telecommunications, Education, Financial Services, Retail Cable/MSO and Energy. With over 14,000 employees in 22 locations, Results is able to offer domestic, near shore and far shore solutions. Driving success through Analytic Hiring, Real-Time Data Analytics, State-of-the-Art Technology and centered around Operational Excellence focused on Continuous Improvement ensures that every customer touch is delivered to the highest degree. Visit us at TheResultsCompanies.com and peruse our library of case studies and industry insights to learn more about why Results is one of the fastest growing Customer Experience companies in the world.

Position Overview

The Grad School Dean occupies a key position in the development of Results' newest Associate by leading them through an organized classroom to production environment supported by high levels of application, practice, observation, and feedback to develop specified levels of key performance indicator attainment.

Duties And Responsibilities

* Works in collaboration with the site Training Professionals to conduct a successful training to Grad School transition

* Leads new teams, or supervises Team Leaders of groups of new Associates progressing through Grad School

* Coordinates activities of Mentors, Quality Performance Consultants and Training Professionals supporting Grad School

* Coordinates all required Touch points and issues invitations to required contributors

* Ensures that requirements for all associates including number of monitors, calibrations, coaching sessions, and team meetings are consistently met and tracked

* Monitors and records the progress of all new Associates in the Grad School environment to ensure each is progressing through their required step goals

* Works with Mentors, Training

* Professionals and Quality Performance Consultants to develop improvement initiatives for underperforming associates

* Updates, or oversees updating of Personal Improvement Plans for each Grad School participant

* Maintains a dedicated area for support of Grad School to include signage, workstation materials, performance and recognition boards

* Conducts end of Grad School hand off meetings to receiving team managers reviewing abilities of each Associate

* Conducts an end of Grad School graduation / transition celebration

* In sites without a dedicated RAS Manager, serves as the Mentor Committee Chair

* Attends site level leadership meetings

* Attends corporate level bi weekly Grad School Dean meetings (if applicable)

Qualifications

* Excellent organization skills and ability to multi-task in a dynamic, fast paced environment

* Well developed oral and written communication skills

* The ability to lead teams and measure individual performance

* Excellent consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing)

* Superior written and verbal communication skills

* Excellent judgment and problem solving skills

* Ability to creatively use resources and adjust to changes quickly and professionally

* Ability to work independently with minimal supervision, but also in a team environment

* Strong computer and software skills; proficient in Microsoft Office: Word, Excel and PowerPoint

* Strong attention to detail

* Project Management skills

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