Team Manager at Southfield

Job Description

Team Manager

The Team Manager provides leadership and guidance of call center activities and Team Leaders to promote the achievement of all program, client, performance and quality objectives.

Specific Responsibilities

Achieve program and client objectives 35%
Coach, mentor and develop team leaders 35%
Facilitate design and document work instructions 10%
Resolve client/program issues 10%
Maintain and increase client revenues 5%
Project Management 5%

Understand and apply effective call center principles
Meet client performance and quality goals
Facilitate, design and document work instructions
Assist in development and maintenance of the operations binder
Achieve forecasted or budgeted FTE financial targets
Maintain and increase revenues for each campaign as per annual budget
Identify new business and revenue opportunities with existing clients
Identify and oversee program problem resolution
Achieve service standards as per contract(s)
Accurately define project outputs
Forecast center needs and expectations
Analyze and communicate operational learning to client services

Management Responsibilities
Communicates department and organizational objective and goals
Communicates information to department on specific areas of responsibility and accountability
Provides assistance and support to department personnel including training and mentoring as required
Maximizes potential of subordinates through training and development and effective performance management methods
Monitors and ensures existence of supportive working environment(s) to promote high job satisfaction and morale
Manages departmental resources through effective recruiting, delegation and organization
Manages and controls department budget and costs
Prepares and conducts formal performance evaluations
Oversees, establishes and documents departmental procedures in compliance with quality standards
Conducts regular audits of departmental procedures and systems to ensure compliance with policies and standards
Regularly reviews departmental processes and work flows with view of improving efficiency

Essential Qualifications

Education/Knowledge: High school graduate (associate degree or higher preferred); Automotive technical training

Experience / Skill: Automotive technical understanding; previous management experience communication skills, strong interaction and leadership skills; ability to multi-task

Minacs is an Equal Opportunity, Affirmative Action Employer

We thank all applicants however, only those under consideration will be notified.

Job Requirements

 
Country: USA, State: Michigan, City: Southfield, Company: Aditya Birla Minacs.