- 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 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 required
- Completion of PRCU Team Manager curriculum within the first year
- 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
Preferred (not required):
- Bachelor degree desirable
Licenses and/or Certifications:
- None
Knowledge, Skills and Abilities:
- 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