Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.

I. Job Summary
Under general supervision, drive day-to-day management of quality programs within the organization's contact center and back office service teams. Provides data analysis, coaching and business solutions in order to achieve internal quality goals and enhance end-to-end quality of services provided to the client base. Generally focuses on customer service interactions, set-up and maintenance activities and project services.

II. Essential Duties and Responsibilities 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

Responsible for overseeing quality activities to ensure success against quality KPIs, including the quality associated with inbound call and email customer interactions, updates to existing customer services and set-up of new customer services. Supplement monitor allocation performed by quality vendor, focusing on individual support and coaching for low performing agents. Perform ticket audits of each operations team, ensuring the proper documentation and workflow of service request per internal procedure. Conduct audits of services to ensure SOX compliance. Produce reporting based on audits and offer suggestions, job-aids, etc. for improvement. Conduct side-by-side monitoring and coaching as requested by the supervisor/team lead or as need is recognized. Participate in monthly meetings and calibration sessions with third-party quality vendor. Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the contact center. Participation in new hire and skill enhancement training, helping to reinforce behaviors and processes that drive quality. Collaborate with supervisor and management to drive process improvement and technology initiatives aimed at creating efficiency and quality in operational processes Assist in utilizing reporting tools that track performance at a department, team and individual level to measure quality rates. Assist with customer service calls, emails and spec creation as needed for business continuity purposes.

III. Supervisory Responsibilities
None required.

IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.

A. Education and Experience

Education: High school diploma or G.E.D. (accredited) Experience: Two years of relevant work experience

B. Certificates, Licenses, Registrations or Other Requirements

None required.

C. Other Knowledge, Skills or Abilities Required

Call center or customer service experience required Ability to work in and/or back-up all incoming call queues for the various segments within the department. Assist with dispatch when needed Ability to cross train and develop others Excellent verbal, written and analytical skills Advanced typing and computer skills- MS Office (including Excel, Word, Outlook, etc.) Ability to multi task and to react well under pressure and treats others with respect Identifies and resolves problems in a timely manner Prioritizes and plans work activities Focuses on solving conflicts and listening to others without interrupting Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards Balances team and individual responsibilities and helps build a positive team spirit Adapts and able to deal with frequent changes in the work environment Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments  Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner

V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Normal setting for this job is: office setting ( Hybrid- Windsor, CT) 

The expected starting pay for this hybrid position across the U.S. is $25. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.

Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

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