Engagement Manager

Responsible for managing Engagement Coaches that are responsible for the daily operations of an engagement center. Manages and maintains team qualitative and quantitative performance results

Position Summary: Responsible for managing Engagement Coaches that are responsible for the daily operations of an engagement center.  Manages and maintains team qualitative and quantitative performance results.  Implements engagement center processes that support seamless, integrated delivery of world class customer service.  Monitors service standards and goals, performs sales, service analysis aimed at improving group performance.  Provides information and consultation to management, coordinating staff, budget and resources to provide quality service and/or improve sales performance.  Resolves complex problems or inquiries in a timely, efficient manner.  Approves personnel activities concerning hiring, training/development, and evaluation of staff performance. May build industry relations communicating technologies and operational concerns through industry networking. Ensures assigned team meets and complies with all company policies and procedures.  Responsible for hiring, training, development and retention of diverse and highly effective teams.

Essential Duties & Responsibilities:

• Manages group of Engagement Coaches.  Coaches and develops teams in all areas of performance including, but not limited to quality, quantity, productivity and leadership.  
• Participates in call monitoring calibrations and reviews calls being disputed and manages the service quality for assigned teams. 
• Presents monthly achievement levels and goals to assigned team and coaches individual team members to ensure improvement and efficient productivity is achieved. 
• Directly manages a team of Engagement Coaches and directs their activities toward accomplishing engagement center goals and objectives.  Hires, trains, develops and retains a diverse workforce.  Writes and conducts performance evaluations, makes employment decisions, sets performance goals and objectives for assigned team.
• Responsible for managing team and individual schedule adherence and attendance. Manages employee issues regarding attendance, performance, behavior, and delivers appropriate disciplinary action as needed.
• Responsible for communicating policy updates and company information through team meetings, pre-shift briefings and one-on-one development sessions.
• Handles escalated customer issues not resolved at the Team Leader level and works directly with customers to bring about resolution.
• May perform other related duties and responsibilities as assigned and/or required including leading or participating in projects as necessary.

Qualification/Experience:  

Bachelor's degree or equivalent

2-5 years related experience including one - three years management experience, preferred.

Required Skills/Competencies

• Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.
• Ability to work effectively in a team oriented, high demand and fast paced environment.
• Ability to maintain high level of confidentiality and work with highly sensitive data and information.
• Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.
• Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
• Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.
• Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.

• All applications should be submitted to the Human Resources Department.

  STARTEK INC.

•  76 Tower 76 Halfway Tree Road, Kingston 5

   

  P.S. Whilst we appreciate your interest, only shortlisted candidates will be contacted for interviews.