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Team Manager, Operations CRM

Req #: CNX00046979
Location: Hamilton, ON CA
Job Category: CRM
This position provides day-to-day support of Site Leadership and Operations. This position will provide day-to-day direction and guidance to a team of call center representatives on occasion.  Based on established standards, this position will monitor staff performance and the daily application of organizational policies and procedures, provide feedback, coaching and ongoing development to meet client and corporate quality expectations.   The Team Manager will recommend operational improvements.  The position serves as a support role to the Operations Manager and Site Manager and will complete case audits, assessments and other operational reviews to improve performance.  
 
SPECIFIC RESPONSIBILITIES
  • Develop, teach, motivate, and manage team in alignment of Client metrics and Concentrix culture
  • Ensure team follows dress code and demonstrates professional behavior at all times
  • Serve is team escalation point; Conduct adequate research and investigation prior to escalating case concerns to Operations/GM
  • Attend In-Shift Meetings and manage time (use Daily Query Reminder Check List)
  • Provide floor coverage for teammates at all times including site events, absenteeism, and meetings
  • Provide Time Management, team development, and opportunity metrics with root cause Ops in weekly 1:1 sessions
  • Ensure team completes activities/assignments in Intradiem
  • Monitor CMS consistently and respond to WFM with timeliness to assist fellow teammates with AHT and AUX management
  • Recognize advisor compliments, teamwork, and going above and beyond scenarios - involve others and participate in site recognition events
  • Take escalated calls live - coach for opportunities, mentor involved advisors by displaying professional behavior and verbiage to de-escalate callers appropriately
  • Complete 1 Quality Evaluation per week per advisor
  • Check/Run all reports and queries needed to identify trends or issues (voicemail, feedback, open cases, no activity, etc)
  • Continuously maintain performance development paperwork, TAP tracker, and complete any advisor PIPs before team changes - When the advisor moves, so does his/her information.
  • Other duties as assigned
 
REQUIREMENTS:  
Education/Knowledge:
 
High School Graduation or equivalent; general knowledge of windows-based applications; good understanding of call center operations, metrics, and general procedures; successful completion of the Concentrix “Star Program” preferred.   Strong Proficiency in using Excel as well as other Microsoft Office products
 
Experience / Skills:
  • This role is open to all departments, although ICS experience is strongly preferred
  • Currently working as a Performance Coach, Mentor or Trainer (preferred)
  • If not currently working as a Performance Coach or Trainer, candidate must have a minimum of 3 months successful experience as an advisor (1 year preferred, but not required to apply)
  • 1 year prior Supervisor / Trainer / Manager experience within a call center environment is a huge plus!
  • Must not have more than 24 hours of UNEXCUSED TIME OFF within the last 6 months
  • Must not have any No Call / No Shows logged (without supporting documentation)
  • Must be successfully meeting/exceeding Call Center Performance Metrics for leadership consideration (call quality, schedule adherence, call volume, etc).
 
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