Manager, Support Center Operations (B2B)

This role requires a hybrid schedule in our Lehi or Calgary office (3 days in office, 2 days work from home).

• ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Leadership of New Hire Training. Curriculum development Content delivery New employee certification Adult learning concepts Remote, multi channel training
• Curriculum development
• Content delivery
• New employee certification
• Adult learning concepts
• Remote, multi channel training
• Leadership of Quality Assurance Processes. Develop and maintain interaction standards and guidelines, including interaction rubric, quality scoring matrices, and reporting. Interaction (call/chat/email/text) monitoring and scoring Verification quality sampling and reporting SME expertise and consulting to Avetta internal departments, clients, and other customers.
• Develop and maintain interaction standards and guidelines, including interaction rubric, quality scoring matrices, and reporting.
• Interaction (call/chat/email/text) monitoring and scoring
• Verification quality sampling and reporting
• SME expertise and consulting to Avetta internal departments, clients, and other customers.
• Strategic guidance to Support Organization on up-to-date and world-class support center practices and tools.
• Development and delivery of ongoing performance training based on performance challenges, opportunities, and threats.
• Planning and implementation of support tools and technology. Virtual Assistant planning and architecture AI use case identification, scoping and deployment Optimization of support channel balance and usage Emerging training and performance management tools and approaches
• Virtual Assistant planning and architecture
• AI use case identification, scoping and deployment
• Optimization of support channel balance and usage
• Emerging training and performance management tools and approaches
• Work closely with executive leadership and Avetta Product team to identify, scope, and deploy methods to improve the customer workflow in the platform.
• Identify and deploy strategies to meet support inquiry containment and deflection objectives.