Contact Center TEAM Manager - Full-time / Part-time

Primary Function

The Team Manager is responsible for overseeing all aspects of their assigned team and/or program. As a Team Manager, you will be a key member of the executive team in Troy, Michigan. You will participate in the development of program level strategy and the design and execution of operational strategies that meet and exceed program goals. Additionally, you will serve as a liaison between your team program and the functional departments in the Troy office and LA office as appropriate to drive continuous improvement. Lastly, you will provide visible and proactive leadership to the Team Supervisors, Team Leaders and Team Agents assigned to you.

Accountability and Decision Authority

· Accountable for running and achieving all program strategy & objectives

· Authority to hire and fire agent staff.

· Accountable for in-house and remote agent staffing to meet program staffing requirements

· Accountable for keeping Vice President informed as to the health of the team and program.

Essential Duties and Responsibilities

· Maintain and monitor staffing levels to meet program requirements; evaluates performance and make appropriate recommendations; assists in career development

· Liaison with other groups within LeadPoint including other product teams, Technology, Human Resources and Sales.

· Assess changes in workload, evaluate impact to service levels, and adjust staffing, processes and procedures as necessary to continuously exceed operational goals.

· Define and optimize key performance indicators and service level agreements

· Supports team training and development, coaching and quality monitoring to ensure compliance with company policies

· Partner with the leadership team, partners, and forecasting to provide appropriate input, evaluate performance, and recommend action to drive progress, including resource planning;

· Utilizes extensive understanding of contact center metrics and best practices to identify opportunities for process improvement

· Ensure that employee communication is open, direct and honest and delivered in a professional fashion

Professional Experience:

• Bachelor’s degree and/or 10+ years supervisory/management experience required;
• Demonstrated ability to lead sites with 50+ employees;
• Operational knowledge and expertise in technical aspects of a full-service contact center;
• Robust coaching skills to develop a high performing team;
• Excellent written and verbal communication skills.
• Excellent Business and Data Analytics skills using Excel and DOMO or other equivalent analytics tools.