Team Manager CB at Colorado Springs

Job Description

Firstsource is an innovative provider of customer-centric business process services. With a network of 48 delivery centers spread across US, UK, Philippines, India and Sri Lanka, Firstsource provides services to organizations in the Healthcare, Communication, Publishing, Banking, Financial Services and Insurance industries. The companys services Customer Management, Data Processing and Collections complemented with best-of-breed processes, intellectual property (IP) assets, and quality of service help clients not only improve customer satisfaction but also reduce operational costs, record process improvements and more importantly focus on core competence.

Job Description

Firstsource offers a people-centric culture to foster an environment where employees can fulfill their true potential. We provide excellent training and every employee receives a personal development plan to map out their progress within the company. As a global company with operations in India, US, UK, Ireland, the Philippines and Sri Lanka, there are many opportunities to expand your career and develop an upward trajectory within the organization.

We are currently seeking Team Leaders to work in our fast paced call center in Colorado Springs where you will support the banking and financial services industry. We are unique in our daily approah and strive to find leaders that excel in providing only top notch skills to our clients and coleagues. In this role you will be part of one the largest BPO providers in North America.

Some of your daily responsibilities will be to

• Manage daily staffing and workflow, and ensure adherence to department quantity and quality standards
• Proactively identify service delivery failures and escalate issue/impact to appropriate business owners
• Meet regularly with individual team members; coach them to meet and exceed their goals
• Utilize reporting and direct observation to keep associates abreast of their performance towards those goals
• Provide performance analysis to implement action plan strategies to improve overall performance
• Be a resource for policy, procedure, and human resources questions/issues
• Participate in monthly quality monitoring; collaborate with related Operations depts. on suggested improvements
• Must feel comfortable coaching
• Help shape future of service
• Take on projects as necessary
• Must be flexible

Job Requirements

• Must have a minimum one year management experience. Banking, credit card, call center experience a strong plus.
• Superior interpersonal and leadership skills; proven ability to develop and motivate employees to meet and exceed performance standards.
• Strong understand of Service Level and staffing management.
• Strong analytical and PC skills.
• Excellent witten and verbal communications skills.
• Energetic; able to work with others in a fast-paced, team environment and to interact effectively with all levels of management.
• College degree a plus.

Additional Information

At Firstsource, we believe that people are our most valuable asset. Our leaders understand that to create, grow and sustain a world-class organization, its people have to be recognized and encouraged to do their best. Keeping this in mind, all our policies are drafted to ensure accelerated careers along well defined growth paths.

To be considered for a role within our organization, submit your resume today.

Country: USA, State: Colorado, City: Colorado Springs, Company: Firstsource Solutions Ltd.