Team Manager Customer Experience

We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe.

JOB SUMMARY

Performs moderate level supervisory work coordinating the operations of a call-service team. Regular supervision is exercised over 20 - 24 subordinate personnel.

JOB RESPONSIBILITIES

Provides regular supervision and mentorship over subordinate staff

Ensure regular and effective communication with subordinate staff on performance, goals, and coaching

Facilitates daily agent coaching and development sessions in both written and verbal format

Participates in client related activities to include client calibration sessions and project planning

Identify and address agent training needs

Manage team's time entry to ensure 0% discrepancy rate

Manage program specific performance standards (i.e. AHT, Quality Scores, Sales, etc.)

Manage financial implications of attrition and attendance by maintaining program-specific goals

Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing)

Completion of weekly Team Manager Scorecard for review with Operations Manager