Hybrid Global Support Team Manager

at The Church of Jesus Christ of Latter-day Saints

• Job title: Global Support Team Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Riverton, United States

About the role

• Lead a team in support of local priesthood leaders as GSD LMS Global Support Team Manager. Ensure high performance through training, coaching, and motivation of team members.

Responsibilities

• Leads a dynamic team on a day-to-day basis.
• Responsible for daily quality assurance monitoring, coaching, and training.
• Ensures the team's schedule and attendance are kept organized.
• Critical for ensuring that his/her team is consistently motivated, well trained, coached, and has the capacity for high level job performance.
• Interview, hire, discipline and measure performance of direct reports.
• Monitor, coach, and provide specific feedback to meet performance requirements such as 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 the team.
• Resolve escalated customer concerns to determine appropriate action always with superior customer service.
• Measure and evaluate performance on a weekly basis.
• Provide on-call duties via duty phone assignments and as off-hour needs arise.

Requirements

• Bachelor's 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.

Benefits

• Church employees find joy and satisfaction in using their unique talents and abilities to further the Lord’s work.
• The Church will make reasonable accommodations for qualified individuals with known disabilities.