This role is responsible for leading staffing coordination, training, quality assurance, and compliance initiatives within our call center environment. The ideal candidate will partner closely with staffing agencies and internal leadership to support workforce planning, employee development, quality monitoring, and regulatory compliance.
Key Responsibilities
* Coordinate recruiting, interviewing, and hiring efforts for call center staff.
* Analyze staffing levels and workforce needs to support operational goals.
* Develop, implement, and facilitate new hire orientation and client-specific training programs.
* Manage quality assurance programs, including conducting and reviewing inbound and outbound call audits.
* Monitor, track, and report quality assurance results while identifying coaching and training opportunities.
* Ensure adherence to applicable regulations and industry requirements, including FDCPA, FCRA, HIPAA, FERPA, and related compliance standards.
* Conduct ongoing staff training, compliance reviews, and quality assessments.
* Support continuous improvement initiatives and foster employee growth and development.
Desired Qualifications
* Bachelor’s degree preferred or an equivalent combination of education and relevant experience.
* Minimum of three years of experience in call center operations, staffing, quality assurance, training, compliance, or a related field.
* Previous supervisory or leadership experience preferred.
* Strong communication, presentation, organizational, and analytical skills.
* Proficiency in Microsoft Office applications, particularly Excel and Word.
* Demonstrated knowledge of call center operations and regulatory compliance requirements.
Key Responsibilities
* Coordinate recruiting, interviewing, and hiring efforts for call center staff.
* Analyze staffing levels and workforce needs to support operational goals.
* Develop, implement, and facilitate new hire orientation and client-specific training programs.
* Manage quality assurance programs, including conducting and reviewing inbound and outbound call audits.
* Monitor, track, and report quality assurance results while identifying coaching and training opportunities.
* Ensure adherence to applicable regulations and industry requirements, including FDCPA, FCRA, HIPAA, FERPA, and related compliance standards.
* Conduct ongoing staff training, compliance reviews, and quality assessments.
* Support continuous improvement initiatives and foster employee growth and development.
Desired Qualifications
* Bachelor’s degree preferred or an equivalent combination of education and relevant experience.
* Minimum of three years of experience in call center operations, staffing, quality assurance, training, compliance, or a related field.
* Previous supervisory or leadership experience preferred.
* Strong communication, presentation, organizational, and analytical skills.
* Proficiency in Microsoft Office applications, particularly Excel and Word.
* Demonstrated knowledge of call center operations and regulatory compliance requirements.