Team Manager

Experience

• 5 years in a Contact center Operations environment with demonstrated ability to lead people and gain results. A minimum of 2 years as an Operations Manager/Leadership role is required.

Responsibilities

• Exhibit the Culture of Performance and Core Values; Teamwork, Integrity, and Excellence by regularly applying as guiding principles in the decisions and actions chosen based on Reason, Record, and Circumstance.
• Develop and supervise a team of front line management, directing their activities for the achievement of account targets and goals.
• Identify, monitor, and communicate reporting requirements, which includes targets, specific data, anticipated outcomes, and other key performance indicators, including analysis of root cause issues.
• Participate in recruitment and on-boarding initiatives to guarantee the hiring of competent and effective employees who meet internal/external account expectations
• Promote an employee-centric culture that encourages employee satisfaction and engagement. Budget and plan for activities and incentives to ensure motivation and KPI’s compliance
• Oversee scheduling and compliance with internal rules and regulations
• Analyze reports to evaluate staff performance; service level achievement, improvement opportunities, and client satisfaction
• Manage change including forecasting impacts (both internally and with our clients and partners)
• Research, prepare and facilitate regular staff meetings, effectively communicating strategic direction and organizational change
• Communicate across the different departments within the company, along with constant, ongoing communication with the client
• Plan and hold business review meetings with the client (Weekly and Quarterly)

Knowledge, Skills, and Abilities

• Excellent leadership, communication, and interpersonal skills with an ability to manage a team and the ability to lead and influence others.
• Able to make decisions to support the business and to multi-task in a fast-paced environment
• Problem-solving skills with the ability to analyze data, identify problems, and their root cause and build creative solutions.
• Proven ability to work with cross-functional teams to influence collaboration and decision making on cross-functional initiatives.
• Courteous, articulate speech, business acumen, and professional conduct supported by solid business writing skills
• Strong consulting, communication, negotiation, and presentation skills at a technical and organizational level. Advanced skills working with the Microsoft Office suite
• Flexibility with regard to the schedule and availability to work from Monday to Sunday including evenings
• Other tasks and duties as assigned by the leadership team.

EEO Statement: CSS Corp. provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability or genetic information and other characteristics that are protected by applicable law.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned. Duties, responsibilities and activities may change at any time with or without notice.