Job Listing: Team Manager
VOLT is currently partnering with a premiere client to fill a Team Manager in a call center environment in Fargo, ND. Our client has built a future-friendly team, one that embraces change and initiates opportunity, has a passion for growth, believes in spirited teamwork and has the courage to innovate. Our success is based as much on the dedication and hard work of our team as it is on the innovative technical solutions.
Our commitment to providing our clients with unsurpassed productivity, and outstanding customer satisfaction is what we're all about. Join our leadership team working in one of world's fastest-growing industries and make your future friendly too.
This position is responsible for managing and enhancing the performance of a Customer Support Team, which includes focus on meeting the customer service level requirements while aligning achievement with corporate financial and business goals.
The Team Manager will monitor and enhance the performance of the team in the areas of productivity, customer satisfaction, and technical expertise, as well as enhance the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills and technical ability.
The Team Manager will be responsible for the daily, monthly, quarterly and annual operations and service levels of the team. Responsibilities will include but are not limited to the following:
Participate and coordinate with Group Manager to analyze performance results and develop plans to maintain all Client Service Level Agreements
Provide Subject Matter Expertise to team and unit
Participate in planning for upcoming organizational needs and implement strategies in a proactive manner to continually improve
Ensure team operates efficiently according to client and company measures
Maintain understanding of client specific training and ensure training needs are met
Work with Group Manager and recruiters to ensure staffing strategies are effectively executed
Participate in financial review of team in order to achieve budgetary goals and maximize revenue generated
Work with Leadership team (Group Manager and other Team Managers) to modify operations as needed to meet service level agreements under supervision
Appropriately address daily issues that affect support at both team and unit levels
Work with Support Group Management and Service Delivery Leads & Managers to anticipate and prepare for support needs and to reduce the support burden of products
Participate in Leadership reviews of Business to ensure teams have appropriate resources to successfully meet the client and company requirements
Develop team and unit schedules based on client forecasts/requirements
Administer out-of-office policies and procedures to maintain monthly service levels
Chair team meetings and participate in Team triages to ensure proper policy compliance
Assist with aligning team needs with client and company goals
Resolve escalated customer complaints by interacting with customers with regards to case wellness issues
Handle customer satisfaction issues appropriately to achieve team and unit goals
Coach and Mentor team on best practices in order to provide high quality and timely support to other vendors and external customers
Lead, schedule, coordinate, meetings, and projects relevant to the team and unit; address daily issues that affect support at the team and the unit levels
Conduct employee reviews to evaluate performance to ensure the requirements of the team and unit are met
Actively participate in progressive disciplinary procedures with the Employee Relations Representative and collaborate with HR to determine appropriate courses of action to promote operations stability and consistency on the team
Active "hands-on" participation in the team wellness and success with daily interaction with team members, 1:1s etc
Emphasize and drive teamwork and team spirit to promote sense of community and good morale
Proactively engage Group Manager with any issues/concerns that may impact the success of the team or unit
Actively participate in any and all projects and initiatives that will ensure the success of the team, unit and company
If you are interested in being considered for this position, please submit your confidential resume today!
VOLT is an Equal Opportunity Employer.
Our commitment to providing our clients with unsurpassed productivity, and outstanding customer satisfaction is what we're all about. Join our leadership team working in one of world's fastest-growing industries and make your future friendly too.
This position is responsible for managing and enhancing the performance of a Customer Support Team, which includes focus on meeting the customer service level requirements while aligning achievement with corporate financial and business goals.
The Team Manager will monitor and enhance the performance of the team in the areas of productivity, customer satisfaction, and technical expertise, as well as enhance the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills and technical ability.
The Team Manager will be responsible for the daily, monthly, quarterly and annual operations and service levels of the team. Responsibilities will include but are not limited to the following:
Participate and coordinate with Group Manager to analyze performance results and develop plans to maintain all Client Service Level Agreements
Provide Subject Matter Expertise to team and unit
Participate in planning for upcoming organizational needs and implement strategies in a proactive manner to continually improve
Ensure team operates efficiently according to client and company measures
Maintain understanding of client specific training and ensure training needs are met
Work with Group Manager and recruiters to ensure staffing strategies are effectively executed
Participate in financial review of team in order to achieve budgetary goals and maximize revenue generated
Work with Leadership team (Group Manager and other Team Managers) to modify operations as needed to meet service level agreements under supervision
Appropriately address daily issues that affect support at both team and unit levels
Work with Support Group Management and Service Delivery Leads & Managers to anticipate and prepare for support needs and to reduce the support burden of products
Participate in Leadership reviews of Business to ensure teams have appropriate resources to successfully meet the client and company requirements
Develop team and unit schedules based on client forecasts/requirements
Administer out-of-office policies and procedures to maintain monthly service levels
Chair team meetings and participate in Team triages to ensure proper policy compliance
Assist with aligning team needs with client and company goals
Resolve escalated customer complaints by interacting with customers with regards to case wellness issues
Handle customer satisfaction issues appropriately to achieve team and unit goals
Coach and Mentor team on best practices in order to provide high quality and timely support to other vendors and external customers
Lead, schedule, coordinate, meetings, and projects relevant to the team and unit; address daily issues that affect support at the team and the unit levels
Conduct employee reviews to evaluate performance to ensure the requirements of the team and unit are met
Actively participate in progressive disciplinary procedures with the Employee Relations Representative and collaborate with HR to determine appropriate courses of action to promote operations stability and consistency on the team
Active "hands-on" participation in the team wellness and success with daily interaction with team members, 1:1s etc
Emphasize and drive teamwork and team spirit to promote sense of community and good morale
Proactively engage Group Manager with any issues/concerns that may impact the success of the team or unit
Actively participate in any and all projects and initiatives that will ensure the success of the team, unit and company
If you are interested in being considered for this position, please submit your confidential resume today!
VOLT is an Equal Opportunity Employer.
Required Skills
The ideal candidate will have 2-5 years of managerial or equivalent experience
Must be able to take responsibility, make decisions quickly and solve problems
Ability to work well in a cross-functional team environment maintaining inter-departmental respect, sensitivity to all perspectives and information
Very strong analytical and organizational skill sets with attention to detail
Capacity to take initiative
Capacity to take ownership of issues and tasks, and see them through to resolution
Excellent verbal and written communication skills are mandatory
Excellent organizational and interpersonal skills are mandatory
Proven ability to work as a team and motivate employees
Proven flexibility and adaptability to perform in a constantly changing environment
College and/or University diploma/degree in applicable area of study is preferred; candidates with strong background in team supervision and management will be considered
Date Posted: August 19, 2008
Job Details |
Job Location |
Candidate Application |
| Employer: Volt Staffing | Address: | Contact: |
| Job Type: Full-time | City: Fargo | Phone: 701-271-3300 |
| Experience: | State: North Dakota | |
| Education: College | Zip Code:58103 | Online: Website Link |
Salary and Benefits
DOE
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