TITLE

Team Manager

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EOE STATEMENT

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

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DESCRIPTION

Essential Duties and Responsibilities:

• Manage a team of approximately 15-25 agents and ensure that all key metrics of performance per clients are met or exceeded
• Act as the first level of escalation and resolve all people issues within the team through regular feedback, one on ones, and team meetings
• Manage team performance; responsible for the overall development of the team and institute and enhance team performance and creative motivation, foster career advancement of the team members within the project or with lateral movement
• Manage retention and attrition
• Ensures company policies and procedures are adhered to
• Work closely with QA/mentors to discuss errors/quality issues Implement all programs, systems and procedures required by management
• Work very closely with associates to resolve issues/problems through coaching
• Conduct regular meetings/daily huddles to assigned team to discuss project and administrative concerns
• Train and onboard new employees

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Key Competencies:

• Ability to communicate effectively with team members
• Schedule flexibility
• Demonstration of leadership qualities
• Must be a team player

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Skills and Qualifications: Customer Service, Customer Focus, Phone Skills, Listening, Verbal Communication, Data Entry Skills, Product Knowledge, Job Knowledge, Objectivity, Dependability, Multi-tasking

Alignment with Core Values: Exceeding Expectations Admiring Our People Being Passionate about Making a Difference

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POSITION REQUIREMENTS

• MUST complete Leadership Development on VG central and pass all the requirements
• Proven experience as call center supervisor or similar supervisory position
• Experience in customer service is essential
• Proficient in English, Bilingual (Spanish) a plus!;
• Good knowledge of additional languages will be a definite plus
• Working knowledge of MS Office Tech savvy with knowledge of telephone equipment and relevant computer programs
• Knowledge of performance evaluation procedures
• Outstanding communication and negotiation abilities A results-oriented approach Excellent organizational and leadership skills
• Ability to work under pressure
• High school diploma

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FULL-TIME/PART-TIME

Full-Time

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