As a Team Manager, you will oversee our daily operations, ensuring smooth workflows, meeting client benchmarks, and driving productivity to achieve revenue targets.
Primary Responsibilities:
- Establish and implement productivity standards and operational strategies.
- Ensure daily productivity goals are met and target revenues are achieved.
- Maintain optimal FTE headcount and ensure smooth transitions within teams.
- Monitor and achieve productivity targets in a high-volume environment.
- Communicate goals and targets effectively to the operations team.
- Maintain profitability by managing headcounts effectively.
- Monitor calling strategies and adjust operations strategies as needed.
- Handle 1st level client escalations and report system downtime or quality issues.
- Stay updated on industry trends and notify stakeholders of any relevant developments.
- Identify areas for improvement in operations and employee performance.
- Develop collection and negotiation skills of agents and enhance work processes.
- Demonstrate adherence to company policies and foster a positive work culture.
- Review and manage employee performance, providing support for skill development.
- Facilitate team building activities and celebrate team achievements.
Qualifications:
- Bachelor's degree in Business Administration or related field preferred.
- Proven experience in team management within a sales or operations environment.
- Strong leadership and communication skills.
- Ability to analyze data and implement effective strategies.
- Experience in stakeholder management and continuous improvement initiatives.
Why Join Us:
At Support Services Group, we're more than just a workplace — we're a community dedicated to excellence. When you join our team, you'll have the opportunity to grow both personally and professionally, with ample room for advancement and skill development. Plus, you'll be surrounded by supportive colleagues who share your passion for delivering unparalleled customer service.
Ready to take the next step in your career? Apply now to become our newest Team Manager and discover the possibilities that await you!
Company Description:
Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.