Assistant Manager - Quality & Process Excellence
Job in
Augusta, Richmond County, Georgia, 30910, USA
Listed on 2026-03-08
Listing for:
Coforge
Full Time
position Listed on 2026-03-08
Job specializations:
-
Management
Business Management, Program / Project Manager, Operations Manager, Business Analyst
Job Description & How to Apply Below
Location:
621 NW Frontage Rd, 2nd Floor, Augusta GA, 30907
Type:
Full Time
The Manager, Contact Center Enablement plays a critical role in driving performance, sales effectiveness, and customer retention across a fast paced telecom contact center environment. This is a new leadership role focused on strengthening operational readiness, elevating frontline performance, and enabling strategic programs across sales, training, and quality. This leader will collaborate across operations, learning, quality, and sales leadership teams to ensure agents are equipped with the right tools, processes, and insight to deliver exceptional customer experience and improve retention outcomes.
Key Responsibilities Strategic Program Ownership- Lead and manage key enablement programs across sales, training, and quality for the contact center.
- Support telecom retention strategy by ensuring agents have the skill, confidence, and tools to save customers effectively.
- Partner with operations leadership to align enablement initiatives with performance goals, KPIs, and daily execution.
- Create ongoing development programs focused on objection handling, negotiation, value-based selling, cross selling, and upselling.
- Strengthening the connection between training, quality, and frontline coaching to improve adoption of new processes and close performance gaps.
- Collaborate with Sales Enablement and Training teams to drive impactful launch readiness for new offers, systems, and retention playbooks.
- Ensure quality insights translate into actionable plans and frontline improvements.
- Coordinate cross functional enablement projects from concept through rollout, including updates to tools, workflows, and processes.
- Build project timelines, communication plans, set strategic goals and execution frameworks that ensure successful implementation.
- Serve as the point of contact for operational readiness, tracking milestones and driving accountability.
- Build training materials including presentations, job aids, playbooks, call scripts, knowledge checks, assessments, and certification processes.
- Reinforce compliance guidelines.
- Provide clear, consistent communication with frontline leaders, trainers, and agents regarding
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