Team Manager - All Locations

Overview The Team Manager is responsible for managing, motivating and coordinating the activities of the account, to reach the objectives and service levels defined by the account. Ensuring that calls are handled professionally. This is an open position for all locations. Responsibilities DUTIES AND RESPONSIBILITIES: Provides direction and guidance to guarantee consistent achievement of key performance metrics Achieves, measures, reports and communicates metric goal attainment for assigned team Ensures accurate and timely communication of client and campaign issues to Manager Site Operations Consistently achieves goals for number of call monitoring per week and scores for assigned team of technical support agents Coaches, mentors and develops agent team for skills expansion and promotional opportunities Monitors, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques Maintains current employee records on direct reports Provides Subject Matter Expertise Ensures training needs of subordinates are met Modifies operations as needed to meet service level agreements under supervision of Operations Manager Resolves escalated customer issues Holds team meetings on a regular basis with direct reports Qualifications Knowledge Up to date management skills and understanding of employee motivation Understanding of key performance indicators including the working knowledge to drive appropriate behavior Skills Good oral and verbal communication skills Good leadership, coaching and interpersonal skills Good analytical skills Good problem solving skills Team Player Abilities Excellent ability to coach and performance manage agents Ability to show eagerness to take in calls and role model behaviors that their agents can follow Ability to respond positively to changing environment Ability to motivate and encourage agents Ability to maintain and practice high standards of customer service Ability to work independently and in a team Ability to work under pressure Experience: At least 1 year experience in the related field At least 1 year experience as an Supervisor