About this role
Provides regular supervision and mentorship over subordinate staffEnsure 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 Kronos 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. Minimum Education and Experience:
High School Diploma or GED requiredCompletion of PRCU Team Manager curriculum within the first yearConsiderable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate the following:excellent oral and written communication skillsstrong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performanceestablish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectivessuccessful completion of two management level interviewtime management skills and computer proficiencyobjectivity, professionalism and maturityflexibility and demonstrated ability to adapt well in a changing environment
Preferred (not required):
Bachelor degree desirable
Licenses and/or Certifications:
None Knowledge, Skills and Abilities:
excellent oral and written communication skillsstrong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performanceestablish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectivessuccessful completion of two management level interviewtime management skills and computer proficiencyobjectivity, professionalism and maturityflexibility and demonstrated ability to adapt well in a changing environment
We look forward to receiving your application!All your information will be kept confidential according to EEO guidelines.