Operations Support Center Manager-CPG

CROSSMARK; Woonsocket (RI); On-site; USD 57,420 - 60,000; Full time

Job summary

CROSSMARK is seeking a Field Support Supervisor in Woonsocket, Rhode Island. This leadership role is responsible for developing and maintaining a support structure for employees, ensuring execution of departmental goals, while enhancing quality assurance processes. Candidates should have a relevant degree and at least one year of team leadership experience.

Key responsibilities involve coaching employees, managing performance, and liaising with clients. This position offers a competitive salary range of $57,420 - $60,000 and requires proficiency in various software applications.

Qualifications

• Bachelor's degree or equivalent experience is required.
• Must have at least one year of team leadership experience.
• Proficiency in Word, Excel, PowerPoint, and Outlook is important.

Responsibilities

• Coach and develop employees effectively.
• Ensure adherence to quality assurance processes.
• Analyze impacts of all requests and drive compliance.

Skills

Team leadership

Operational compliance

Communication

Analytical skills

Coaching

Education

4+ year college degree or related work experience

1+ years of applicable team leadership experience

Tools

Word

Excel

PowerPoint

Outlook

Job description

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.

Responsibilities

• 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.

Qualifications

• 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.

Job Category: Sales Support

Position Type: Full time

Business Unit: Sales

Salary Range: $57,420.00 - $60,000.00

Company: Crossmark Inc.

Req ID: 30822

Acosta Group is an equal opportunity employer and will ensure that applicants with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed, please contact [e-mail]. Be sure to include "Applicant Accommodation" in the subject of your email to expedite the request.

Acosta Group believes in good faith that the minimum and maximum annual salary or hourly compensation range for this opportunity is accurate and reasonable at the time of posting.

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