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Hybrid Global Support Team Manager

at The Church of Jesus Christ of Latter-day Saints
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Posted 3 days ago

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About the role

  • 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.

Job title

Global Support Team Manager

Job type

Full Time

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

Bachelor's Degree

Location requirements

HybridRivertonUnited States

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