Team Manager, Operations
Job Summary:
Responsible for the day to day supervision and management of all support professionals on assigned team. Ensures service delivered to our customers meets needs and contractual obligations of our clients through management of operational activity of the team.
Under the direction of the Service Delivery Manager, the Team Manager manages the systems and processes to achieve client specific metrics while providing developemental opportunities to our support professionals.
Duties and Responsibilities include:
Conduct call-coaching training sessions each week as well as direct Sr. SP’s in the performance of call coaching sessions. Provide feedback to Agents on other daily performance and behavioral activities in a timely manner.
Communicate expectations to new employees and provide timely business updates and changes. Partner with Human Resources to screen, interview and hire agents for contract.
Ensure that effective training and mentor resources are provided for all employeesTeam with support organizations (Quality and Learning, Operations Planning, Human Resources etc.) to evaluate process improvement opportunities.
Stay current on internal work processes, policies and procedures. Responsible for understanding and complying with all company and team policies and procedures. Other duties as assigned.
Job Requirements:
Skill in providing an exceptional customer experience.Skill in verbal and written communication to analyze, interpret and address customer needs.Knowledge of contact services industry and best practices.Ability to work with minimal guidance or supervision in a time critical environment.Ability to be flexible and quickly adapt to changing business needs and processes.Ability to make quick, accurate and appropriate decisions.Supervisory/Leadership experience is required.Bachelor’s degree with a minimum of 2 years related experience.
Please apply Online - www.careers.stream.com