GSD LMS Global Support Team Manager

The Team Manager leads a dynamic team on a day-to-day basis. This role is responsible for daily quality assurance monitoring coaching training and ensuring the teams schedule and attendance are kept organized. This role is critical for ensuring that his/her team is consistently motivated well trained coached and have the capacity for high level job performance. This role is a true driver of his/her team and its success. Interview hire discipline and measure performance of direct reports.

The schedule for this position is Monday through Friday from 11:00 am to 8:00 pm.

This is a full-time (40-hour/week) position. Under current hybrid working arrangements the person in this position is requiredto work in the office once a week (as designated by division) or more depending on business needs; therefore must live close.

Learn more about the GSDHERE!

• Responsible for leading a team of 10-15 Global Support Representatives Specialists with one or two Coordinators.
• Monitor coach and provide specific feedback to meet performance requirements including quality productivity attendance compliance and related disciplinary issues
• Identify training requirements and any skill gaps of day to day schedules and attendance for all individuals and team
• Ability to coach and develop direct reports to meet and exceed key performance metrics
• Resolve escalated customer concerns to determine appropriate action always with superior customer service
• Measure and evaluate performance on a weekly basis
• Develop action plans to set and help achieve departmental goals
• Maintain excellent working knowledge of company policies and procedures
• Tracks customer complaints or inquiries and recommends changes to products or services to improve customer satisfaction.
• Researches and gathers data regarding user experience incidents etc. and collaborates with product managers and process owners.
• Supervises hiring additional staff and provides strategic insight into the happenings of the support floor.
• Have regular meetings with team members for ATIs Performance reviews and Annual Merit increases.
• Provides on call duties via duty phone assignments and as off hour needs arise.
• Also takes on special projects as assigned.

• Bachelors degree or equivalent work experience preferred
• 6 years previous contact/call center experience
• Management Experience preferred
• Strong knowledge of the Contact Center policies procedures and practices in both a technical and non-technical environment.
• Performs work under limited supervision.
• Ability to encourage and motivate co-workers to perform at their best levels.
• Leadership and organizational skills
• Ability to effectively communicate with all levels of the organization
• Technical writing experience preferred
• Strong computer skills
• Strong collaboration and communication skills
• Exceptionally organized with task and time management
• Ability to communicate clearly and professionally both verbally and in writing.