Career Opportunities at Webhelp

Job Description

• The role of the Quality Manager will be to deploy an effective strategy that will deliver industry-leading customer experience results and continuous improvement.
• The role works with partner stakeholders to ensure that day to day expectations and requirements are met with all deliverables executed on time and to a high standard. As a Quality Manager, you will be responsible for the output of a team of Calibrators and Coaches, laterally through a Coaching Specialist who will be a direct report to the Quality Manager.

As a Quality Manager in our team, you will:

• Manages the implementation of necessary Quality Frameworks and Structures for all customer contacts across multiple locations and work streams
• Allocates resource appropriate to time and skill set for Deep Dive investigations and actionable insight around specific performance areas
• Responsible for reaching quality goals: both monthly targets and the network’s level performance.
• Point of contact for any update or request on quality
• Responsible of the quality analyst team, taking in charge their growth path, ensuring they are working in the most efficient way in terms of priority, tasks, scheduling, and approach.
• Implement continuous improvement techniques
• Evaluate the quality and compliance with customer relations standards
• Works with Operations to deliver a high level of Customer Excellence, through multi-channel contacts, measured by CSAT surveys
• Is committed to continuous improvement and leading by example whilst adopting a consistent approach as outlined in the company Quality Operating Manual

Whom we’d like to have on our team

• We’d like to meet people from all backgrounds, with a penchant for knowledge and curiosity. Your natural talent to support and guide your teammates will fit right in with what we do at Webhelp.

We’ll be a great match if you:

• Demonstrate a strategic vision and strong experience in how to improve quality practices
• Are passionate about People, Service, and Performance
• Have a minimum of 2 - 5 years’ experience in a similar role (Quality or Training Management, Senior Team Lead)
• Pride yourself on your interpersonal skills as well as strong stakeholder management
• Exhibit emotional Intelligence, active listening and reliability
• Have sound business acumen and consumer mindset
• Ability to manage and guide a team of people effectively, setting goals and objectives
• Analytical approach and capability to use number to take decisions
• Share our values of commitment, unity, integrity, recognition, and WOW
   

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Description

• We would like to bring you on board a Training Manager in Accra to make our expansion a success story and model for our future endeavours.
• You will use your expertise and people skills to ensure an exciting learning and development experience for all colleagues at Webhelp Ghana.

What the job feels like

• In this role, you will steer our teams to success via training initiatives and activities. By building expertise and developing the team’s skills, you will be integral to maximizing performance, helping our colleagues achieve their objectives, and ensuring business growth.

As a Training Manager in our team, you will:

• Deliver training programs and manage the learning experience of the team.
• Design learning strategies that enable Customer Advisors to meet all of the KPI’s and service levels
• Design knowledge assessments and take actions based on results
• Ensure that new training materials are developed when required
• Collaborate with the Regional Training Director on implementing initiatives and
• Conduct all initial training programs for associates and operational management
• Monitor the associates’ performances and provide feedback for development opportunities
• Define training plans and knowledge based on assessment modules

Whom we’d like to have on our team

• We’d like to meet people from all backgrounds, with a penchant for knowledge and curiosity. Your natural talent to motivate others and go the extra mile for our colleagues will fit right in with what we do at Webhelp.

We’ll be a great match if you:

• Are native or proficient in English
• Have between 2 – 5 years of experience in a similar role Documented customer service experience is a plus
• Ability to manage a classroom effectively and manage pace based on multiple learning styles
• People leadership that includes classroom and class management: remove people from the class based on attendance, assessment scores, or other criteria that negatively impact operations, training, or class progress and do so proactively on their own
• Proven experience where trainers put learner experience and outcomes first.
• Ability to provide specific detailed feedback on training materials when needed. This includes verbal, written, and technical.
• Can handle unique situations confidently and solve problems quickly and effectively by critically analyzing relevant information
• Share our values of commitment, unity, integrity, recognition, and WOW

It would be a plus if you:

• Are comfortable working in a fast-paced and developing environment
• Documented customer service experience is a plus

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Description

• As this is a crucial leadership position, where you will first be taught our core values and trained on the importance of our Think Human approach. Likewise, you will have a great influence on your own team and their growth.
• You will learn new processes and concepts, collaborate with cross-functional teams, and work with some of the most innovative technologies on the market.
• What you will learn with us will make you a valuable leader of our team or any other team.
• As Senior Team Leader, you will build a strong independent team focused on providing top-tier customer experience.

As a Senior Team Leader in our project, you will:

• Ensure a high level of customer satisfaction to acquire comprehensive knowledge and continuously develop it
• Supervise multichannel interactions (voice, back-office, fax, and chat) to ensure a consistent customer experience
• Responsible of the effective integration of directives, policies, and procedures throughout the operational teams
• Monitor activity queues to ensure the achievement of service-level metrics
• Plays a critical role in motivating, encouraging, and supporting the associates to perform in the best way possible in accordance with their highest standards, whilst encouraging independence and innovation.
• Identify talent within your team and encourage and support development.
• Liaison with clients, developing positive relationships and maintaining these to deliver against client and company requirements

Whom we’d like to have on our team

• We’d like to meet people from all backgrounds, with a penchant for knowledge and curiosity. Your natural talent to help and inspire others through example and by going the extra mile will fit right in with what we do at Webhelp.

We’ll be a great match if you:

• Have 2-5 years of people management experience
• Have previous experience in contact centre environment
• Ability to analyse the team’s performance in accordance with a contact centre’s matrices
• Ability to develop corrective action plans to improve the team’s performance
• Lead, resolve conflict, influence, and motivate others
• Coach & train in accordance with training material provided by the client
• Provide direction to utilize appropriate tools/resources for handling customers’ questions
• Experience in consistently achieving KPIs and Company

It would be a plus if you:

• Have familiarity with network applications, Internet content, error detection, and troubleshooting
• Share our values of commitment, unity, integrity, recognition, and WOW