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Grad School Dean

Company: The Results Companies
Location: Jacksonville
Posted on: May 13, 2019

Job Description:

Company Overview

Headquartered in Fort Lauderdale, FL, The Results Companies is a privately held company which is majority owned by One Equity Partners, a Private Equity Firm, and Results' management. Results operates 31 contact centers throughout the United States, Latin America, and the Philippines. For over 26 years we have served as a premier global customer experience provider for many Fortune 500 companies and uniquely designed, built and operated award-winning contact centers that have set the standard for innovative customer-focused contact solutions. Entrusted with over 46,000,000 relationships a year, our success and proven ability to respond to our Partner's growth has enabled us to expand our global footprint. With over 23,000 employees across the globe, The Results Companies' expertise extends beyond call centers. We're experts in representatives, analytical technologies, brand fulfillment and creating strategic advantages for our Partners.

Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:

--- Healthcare

--- Insurance

--- Wireless Telecommunications

--- Financial Services

--- Energy

--- Education

--- Subscriber Based Entertainment

--- Tax Services

--- Retail

--- Cable/MSO

Vision Statement

Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.

Driven by our "expect greater" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.

The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.

Position Overview

The Grad School Dean occupies a key position in the development of Results' newest Associate by leading them through an organized classroom to production environment supported by high levels of application, practice, observation, and feedback to develop specified levels of key performance indicator attainment.

Duties and Responsibilities

Works in collaboration with the site Training Professionals to conduct a successful training to Grad School transition
Leads new teams, or supervises Team Leaders of groups of new Associates progressing through Grad School
Coordinates activities of Mentors, Quality Performance Consultants and Training Professionals supporting Grad School
Coordinates all required Touch points and issues invitations to required contributors
Ensures that requirements for all associates including number of monitors, calibrations, coaching sessions, and team meetings are consistently met and tracked
Monitors and records the progress of all new Associates in the Grad School environment to ensure each is progressing through their required step goals
Works with Mentors, Training
Professionals and Quality Performance Consultants to develop improvement initiatives for underperforming associates
Updates, or oversees updating of Personal Improvement Plans for each Grad School participant
Maintains a dedicated area for support of Grad School to include signage, workstation materials, performance and recognition boards
Conducts end of Grad School hand off meetings to receiving team managers reviewing abilities of each Associate
Conducts an end of Grad School graduation / transition celebration
In sites without a dedicated RAS Manager, serves as the Mentor Committee Chair
Attends site level leadership meetings
Attends corporate level bi weekly Grad School Dean meetings (if applicable)

Qualifications

Excellent organization skills and ability to multi-task in a dynamic, fast paced environment
Well developed oral and written communication skills
The ability to lead teams and measure individual performance
Excellent consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing)
Superior written and verbal communication skills
Excellent judgment and problem solving skills
Ability to creatively use resources and adjust to changes quickly and professionally
Ability to work independently with minimal supervision, but also in a team environment
Strong computer and software skills; proficient in Microsoft Office: Word, Excel and PowerPoint
Strong attention to detail
Project Management skills

Keywords: The Results Companies, Jacksonville , Grad School Dean, Other , Jacksonville, North Carolina

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