• Provides regular supervision and mentorship over subordinate staff
• Ensure regular and effective communication with subordinate staff on performance, goals, and coaching.
• Facilitates daily agent coaching and development sessions in both written and verbal format.
• Participates in client related activities to include client calibration sessions and project planning.

• Identify and address agent training needs.
• Manage team’s Kronos to ensure 0% discrepancy rate.
• Manage program specific performance standards (i.e. AHT, Quality Scores, Sales, etc).
• Manage financial implications of attrition and attendance by maintaining program-specific goals;
• Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing).
• Completion of weekly Team Manager Scorecard for review with Operations Manager.

Minimum Education and Experience:

• High School Diploma or GED required

• Completion of PRCU Team Manager curriculum within the first year
• Considerable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate the following:

1. excellent oral and written communication skills
2. strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance
3. establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives
4. successful completion of two management level interview
5. time management skills and computer proficiency
6. objectivity, professionalism and maturity
7. flexibility and demonstrated ability to adapt well in a changing environment

Preferred (not required):

• Bachelor degree desirable

 Licenses and/or Certifications:

• None

 Knowledge, Skills and Abilities:

• excellent oral and written communication skills
• strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance
• establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives
• successful completion of two management level interview
• time management skills and computer proficiency
• objectivity, professionalism and maturity
• flexibility and demonstrated ability to adapt well in a changing environment