Job description

This role oversees the quality and training operations for a Digital Contact Center within Virgin Mobile, covering social channels, in-app chats, email support, and face-to-face customer handling. It requires leadership of customer care champions, daily operational management, guidance on resolving complex customer issues, performance management, employee engagement, staffing evaluation, and scheduling using various staffing model assessments. The role includes administrative responsibilities such as reporting, time sheet oversight, schedule adherence, policy enforcement, and cross-departmental coordination to resolve customer care issues. It focuses heavily on identifying training needs, addressing knowledge gaps, conducting coaching and feedback sessions, and ensuring best-in-class customer experience. Additional duties include acting as an escalation point for customer complaints, managing stakeholder interactions specific to payments and high-risk refunds, analyzing tagging data and customer sentiment across online care channels, and driving enhancements to reporting and operational tools. Quality management includes monitoring, rating, and coaching assigned champions with continuous improvement of tools and dashboards for online care performance.