Seasonal Operations Team Manager-PHL

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Requisition ID: 126901
Job Category: Call Center
Location: United States-Virginia-Virginia Beach-4740 Baxter Road 23462
Posted Date: 11/14/2017 10:00:21 AM
Job Summary
 
Performs moderate level supervisory work coordinating the operations of a call-service team. Regular supervision is exercised over 20 – 24 subordinate personnel.
 
Key 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
Job Requirements
 
Minimum Education and Experience:
  • High School Diploma or GED required
  • Completion of Team Manager Onboarding
  • Considerable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate the following:
     
  • Excellent oral and written communication skills
  • Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance
  • Establish a team environment by coordinating/cooperating with peers, sharing recognition,supporting interdepartmental and company-wide objectives
  • Successful completion of two management level interview
  • Time management skills and computer proficiency
  • Objectivity, professionalism and maturity
  • Flexibility and demonstrated ability to adapt well in a changing environment
Job Summary
 
Performs moderate level supervisory work coordinating the operations of a call-service team. Regular supervision is exercised over 20 – 24 subordinate personnel.
 
Key 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
Job Requirements
 
Minimum Education and Experience:
  • High School Diploma or GED required
  • Completion of Team Manager Onboarding
  • Considerable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate the following:
     
  • Excellent oral and written communication skills
  • Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance
  • Establish a team environment by coordinating/cooperating with peers, sharing recognition,supporting interdepartmental and company-wide objectives
  • Successful completion of two management level interview
  • Time management skills and computer proficiency
  • Objectivity, professionalism and maturity
  • Flexibility and demonstrated ability to adapt well in a changing environment
Apply Now    
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