Care Center Team Manager

Job Summary

Perform functions to supervise, monitor and direct a team of customer care associates to ensure the delivery of quality and efficient customer service. Assist the Care Center Leadership team in meeting key performance indicators, maintaining compliance, adhering to policies, procedures and regulations.

Essential Duties & Responsibilities

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty

• Supervise the daily functions of the assigned team while maintaining standards of excellence for processes, methods and personnel. Ensure the goals and needs of the department, company and its customers are consistently met. Ensure conformance with Standard Operating Procedures and Policies, confirming all activities within the team are completed in an accurate and timely manner.
• Assist the operations manager with daily operation of the call center to include the development of associates, analyses and implementation of staffing, training, scheduling, and reward/recognition programs.
• Monitor individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of established goals and performance targets.
• Provide on-going training, statistical, and performance feedback and ensure all assigned associates are aware of and comply with company, government and customer regulations, policies, work procedures, instructions and deadlines.
• Provides communication and follow up to ensure representatives are informed of all new information related to markets, procedures, customer needs and company related issues, changes or actions.
• Recommend personnel actions such as promotions, transfers, terminations, or disciplinary measures. Actively participate in the performance evaluation process of assigned associates and assist in the coaching and counseling of said associates. Maintain harmonious employee/employer relations.
• Ensure timely response to all inquiries and/or requests for information are within the Global Service Standards. Ensure all payroll deadlines are met.
• Propose enhancements to existing tools and processes to continue improving overall results
• Monitor calls to observe individual demeanor, technical accuracy, and conformity to company and client policy and procedure; provide feedback as required. Use quality-monitoring data to compile and track performance at team and individual level.
• Assist with escalated calls when an associate appears to need assistance.
• Establish weekly meetings with Quality Coach to review Care Center operations and create a detailed plan of the way in which you plan to impact your team's day-by-day performance.
• Create a monthly report to be submitted to the Operations Manager on the first day of the working month:
• Team performance for the month
• Individual performance of assigned associates
• Team and Individual analysis of upcoming month
• Challenges for the month
• Successes of the month.
• Notable team and department information.
• Staffing levels
• Associate/concerns
  
  

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Must have excellent attendance
• Minimum typing speed of 25 words per minute
• Excellent customer service skills
• Strong verbal and written communication skills.
• Detail oriented and strong organizational and multi-tasking skills.
• Must have solid proficiency in Windows and Microsoft Office, including but not limited to Word, Excel and Outlook.
• Proficiency researching the Internet.
• Ability to work with sensitive or confidential information.
• Ability to meet deadlines and work well under pressure.
• Ability to work in a team environment as well as independently and be self-driven
• Critical thinking, problem solving, and judgment and decision making abilities

Physical Requirements & Working Environment

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Must be able to lift 25 lbs., by following appropriate safety procedures
• Strong communication, verbal and written, and inter-personal skills.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.