Team Manager

Job Summary

Responsibilities

• Provide mentorship, guidance and career development to members of your team.
• Manage the overall performance of team and governance of the Statements of Work.
• Manage the day-to-day operations in accordance with requirements and SLAs.
• Prompt identification and resolution of Service delivery issues including implementation of preventative measures.
• Provide exceptional people management, mentorship and career development to members of the team, including TL’s and reps, achieve low attrition levels and high employee engagementProactively drive ongoing business operations for better customer experience and drive actions for scale and efficiency.
• Drive Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance. management
• Collaborate with Client Business Directors to determine resourcing needs; and align with HR to proactively manage hiring .
• Develop the annual financial plan in close collaboration with the delivery leader Drive monthly performance and engagement analysis used to report to Executive Leadership team .
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervisionEnsure compliance with client and regulatory requirements.
• Maintain quality control of employees’ work by queue monitoring, performance review, and employee development.
• Maintain positive relationship with clients.

Required Skills and Qualifications

• At least 5+ Years of supervisory and relevant people management experience .
• Bachelor’s Degree preferred.
• Operations Management experience in Customer Service.
• Experience in managing large teams of 50+ employees in Operations management functions.
• Exceptional ability to develop and manage results-oriented environment.
• Advanced skills in building and retaining relationships with clients.
• Must have verifiable ability to improve Operations management performance.
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to operations
• Understanding of Operations management technology such as quality audit tools as well as workforce management analytics.
• Strong leadership skills required; ability to mentor and develop staff.
• Excellent verbal and written communication skills.