Do you thrive in an environment where every day brings new challenges and opportunities? Are you passionate about leading dynamic teams to success? If so, we have the perfect role for you! Come be part of our Distribution Support Team as a Global Support Team Manager. Each day you will have the opportunity to lead frontline employees who serve members, leaders, and friends of the Church throughout the world and assist with their Distribution product needs. Our contact center environment is a wonderful place to be where you share the same values as your co-workers. We are driven by collaboration and commitment to providing excellent customer support.

The Team Manager leads a dynamic team on a day-to-day basis. This role is responsible for daily quality assurance monitoring, coaching, training, and ensuring the team's schedule and attendance are kept organized. This role is critical for ensuring that his/her team is consistently motivated, well trained, coached, and have the capacity for high level job performance. This role is a true driver of his/her team and its success. Interview, hire, discipline and measure performance of direct reports.

This is a full-time position that requires 40 hours per week during a shift scheduled Monday through Friday, between 9:00AM to 6:00PM. Preference for candidates that speak Spanish or Portuguese. The person in this position may apply for an alternative hybrid work arrangement that will require coming into the office based on business needs.

Learn more about the GSD HERE !

• Responsible for leading a team of 15-20 Global Support Representatives, Specialists with one or two Coordinators.
• Monitor, coach, and provide specific feedback to meet performance requirements, including quality, productivity, attendance, compliance and related disciplinary issues
• Identify training requirements and any skill gaps of day to day schedules and attendance for all individuals and team
• Ability to coach and develop direct reports to meet and exceed key performance metrics
• Resolve escalated customer concerns to determine appropriate action always with superior customer service
• Measure and evaluate performance on a weekly basis
• Develop action plans to set and help achieve departmental goals
• Maintain excellent working knowledge of company policies and procedures
• Researches and gathers data regarding user experience, incidents, etc., and collaborates with product managers and process owners.
• Supervises hiring additional staff and provides strategic insight into the happenings of the support floor
• Have regular meetings with team members for ATI's, Performance reviews and Annual Merit increases
• Provides on call duties as off hour needs arise
• Take on special projects as assigned

• Bachelor's degree or equivalent work experience
• 6 years previous contact/call center experience
• Spanish or Portuguese strongly preferred
• Management Experience preferred
• Strong knowledge of the Contact Center policies, procedures, and practices in both a technical and non-technical environment.
• Performs work under limited supervision.
• Ability to encourage and motivate co-workers to perform at their best levels.
• Leadership and organizational skills
• Ability to effectively communicate with all levels of the organization
• Technical writing experience preferred
• Strong computer skills
• Strong collaboration and communication skills
• Exceptionally organized with task and time management
• Ability to communicate clearly and professionally, both verbally and in writing.