Trusted by 360,000+ businesses in 120+ countries to improve supplier safety, streamline compliance, and accelerate work readiness. Backed by Norwest.
About the role
Develop and maintain interaction standards and guidelines, including interaction rubric, quality scoring matrices, and reporting.
What they're looking for
- Minimum 5 years of experience in call/support center leadership roles
- Familiarity with customer support business systems, including Salesforce.org, cloud-based telephony platforms, customer survey platforms, etc
- Experience delivering complex training in an adult learning environment
- Understanding of training tools and techniques
- Experience with standard operating procedure management
- Technological aptitude with ability to assess use cases and operationalize tools
More about this role
Avetta is building the largest global community of hiring clients and suppliers that are Ready to Work. Its unified platform streamlines compliance, prequalification, safety and performance benchmarking in a single, integrated experience. Trusted by 360,000 businesses across more than 120 countries, Avetta blends AI-driven insights and human expertise to close risk gaps and strengthen supplier reliability so projects start on time, risks are managed proactively and operations scale with certainty.
SUMMARY
The Manager, Support Operations provides resource and support services to all operations group within the Global Customer Support organization. This role is responsible for coordinating tools, processes, resource materials and human performance to achieve the goals and objectives of the Avetta Global Support organization. This includes the following functional areas and disciplines: Support Representative New-Hire Training, Quality Assurance (Interaction Quality and Verification Quality), internal/external and support Knowledge Management, Enhancement Training, Performance Trending, CSAT Surveying and Reporting, Support Channel Effectiveness and Automation, Documentation of...
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