Operations Support Center Manager-CPG

A leadership position responsible for developing and maintaining a support structure for Field Support employees. The Field Support Supervisor ensures execution of department and individual employee goals and objectives. The CROSSMARK Field Support department collaborates with teams, business stakeholders, and clients to provide best-in-class contact center support by proactively identifying opportunities, listening, resolving, and delivering Service Excellence that drives success.  Provides support via inbound calls, outbound calls, service tickets and recorded mass communication.  Full service for all project phases – standalone or bundled options.

• Coach and develop employees.

• Ensure quality assurance processes are enhanced and followed.

• Maintain and drive operational procedures and compliance.

• Manage employees’ overall work performance; maintain accurate records of employee work performance.

• Analyze viability of all requests and their resulting impacts, both analytical and technical.

• Effectively communicate all changes and enhancements.

• Adhere to and implement company policies and procedures.

• Recruit, hire, and train new employees per company policy and operational procedure.

• Ensure professional and timely resolution of any client and/or customer’s issues.

• Liaise and maintain positive working relationship and communication with leadership, clients, and customers.

• Maintain current knowledge of clients, accounts, and industry.

• Responsible for using appropriate judgment to protect confidential Company information.

Education/Experience:

• 4+ year college degree or related work experience.

• 1+ years of applicable team leadership experience.

Computer Skills: Word, Excel, PowerPoint and Outlook proficiency.

Supervisory Responsibilities: This position has direct supervisory responsibilities.

Work environment: Office environment.

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