Job description
LQ Digital is opening a new office in downtown ABQ! Albuquerque has captured our hearts with its humble, good-humored, friendly, hard-working people and diverse culture. With more than 15 years behind us and nearly 300 employees across the US, our new presence in New Mexico will fuel our future growth. LQ is now looking for those fantastic ABQ people to help us build our new office and culture.
2022 Q+T growth vision: LQ is not simply a contact center, but a business-growth partner for our clients uniquely able to:
1. Generate for our clients
a greater number of higher-quality lead transfers that convert to customers at higher rates, growing their revenues and profits.
2. Capture critical benchmarking data on the performance of our client’s conversion funnel to expose issues that may be inhibiting faster, lead conversion and profitable growth.
3. Provide deeper insights to our clients on the “conversion” value and quality of each of their lead sources and customer segments.
4. While creating a positive customer experience that enhances their brand.
What this means for the operations of our Q+T business in 2022:
- We need to deliver high-quality lead qualification services that:
- Deliver more qualified leads to our clients
- Increase client visibility into new growth opportunities
- Improve our per dial unit economics
- Allow us to grow and scale our business in support of our clients
The importance of this role to our success:
- Nurturing, developing, and retaining a highly-performant and motivated team of IRE call agents is critical to our ability to deliver successful lead conversion growth to our clients.
- Our Albuquerque facility will be our newest location, one we anticipate becoming our largest single location, housing 40% of our agent team members in 12 months. This Manager will be the second leader we place in Albuquerque and will be centrally responsible for defining and reinforcing both the operational processes that drive team and agent performance but also the culture we need to ensure high agent retention.
- We expect to borrow many proven best practices from our existing 15 years of experience, but also expect to use this new location to identify and test new ideas, new processes, new IRE development and training technique, as we strive to improve our operations ability to meet the new and evolving needs of our clients.
ROLE & RESPONSIBILITIES
- Reporting structure: This position is in Albuquerque, NM and reports directly to the Site Director.
- This role will manage 2 Floor Leads and 50-60 IRE (Internet Response Expert) agents on site.
- Monitoring team and individual IRE productivity and quality metrics
- Meeting team retention goals
- Participating in the design, testing and implementation of potential new team management and training processes as we look to update where needed our existing processes to meet current changing client needs
- Leading efforts to nurture, ramp and develop new hires and existing team members, including meeting specific targets for development of IREs through a structured tiered development program
- Training and developing your existing Floor Leads to provide direct daily support to your IREs, as well as develop a stable of future IRE Mentors and Floor Leads
- Building a strong team culture built around Truth, Hustle, Ownership & Pride; pride in providing strong client service and customer service, pride in working to improve every day, and pride in creating a supportive workplace that we are all proud to come to and be a part of
- Team & FL productivity metrics (e.g., TIQ, DPH, TOC, Qual, MNL)
- Team & FL participation metrics (e.g., attendance, hours/IRE)
- IRE retention metrics (overall and new hire retention in first 100 days)
- IRE development metrics (e.g., Agent Levels 1/2/3, # of campaigns trained on etc.)
- IRE quality metrics improvement (e.g., escalations, coaching ops)
- Team disciplinary scores
Primary responsibilities:
Success KPI’s for this role:
IDEAL CANDIDATE EXPERIENCE
- 3-5 years in team management roles, 1st line and ideally some 2nd line, preferably of a contact or call center variety, involving successful managing a team of 20-50+ to reach and exceed daily performance metrics.
- A successful track record of evaluating and developing process improvements related to daily, weekly and monthly overseeing the onboarding of new team members, their on-the-job training, mentoring and development, that drove measurable improvements in team performance.
- Proven combination of strong problem solving and critical thinking, and communication skills. Comfort with reviewing performance data, and then successfully translating and communicating that into ideas and actions aimed at helping improve individual and team performance.
- Success in building teams, and a culture that results in high team retention figures over time.
- Associate’s, Bachelor’s degree or direct relevant track record is desired, but not required.
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