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Job ID / Title:
Team Manager, Contact Center
Job Category:
Service Delivery Management
Coral Springs
Work Location:

Job Description

The Service Delivery Team Manager role is a full time position that reports to Program Senior Manager.


Team Manager will support Senior Manager in the following:

  • Manage team within an inbound and outbound contact center environment
  • Oversee team members to ensure adherence to the approved talking points, call scripts and processes when handling accounts and phone calls
  • Answer product related questions
  • Under the Senior Manager’s direction, direct and supervise contact center staff
  • Evaluate performance, coordinate work activities to achieve the SLAs necessary to meet operational requirements
  • Recommend operational improvements
  • Implement program policies and procedures
  • Coach and facilitate the development of call center associates
  • Participate and provide feedback for action plans and performance improvement recommendations 
  • Consistent monitoring of ACD and Dialer systems, and other work force management systems to ensure team is meeting both client and internal SLA and KPIs
  • Ensure queues are staffed appropriately
  • As queue level rises, the team leader encourages all agents to be available for incoming calls
  • Provide pertinent updates to the team with urgency and client satisfaction in mind
  • Facilitate one-on-one coaching
  • Adjust staffing based on call volumes and call outs
  • Responsible for providing appropriate deliverables to meet customer needs
  • Take inbound calls and/or make outbound calls during high peak times or when staffing levels are not optimal
  • Take escalation calls and escalate to client all issues when it could be required
  • Ability to be Point-of-Contact with client (by phone, email, conference calls, etc.)
  • Take ownership of all escalations received from members
  • Respond to client's emails timely and efficiently
  • Conveys management presence


  • Ability to review and prepare Agents' Individual Performance reports (daily/weekly/monthly)
  • Ability to identify Agents' areas of improvement in their Call Quality
  • Ability to produce and manage Agents' Individual Score cards (on a monthly basis)
  • Ability to track Attendance & Punctuality issues (on a daily/weekly/monthly basis)
  • Ability to work extended hours when required
  • Looks for opportunities where elements of automation can be brought in to ensure enhanced efficiencies and improved margins
  • Ability to actively participate in lengthy, high stress situations
  • Ability to work independently
  • Ability to learn, interpret and apply complex and technical components, policies and procedures related to client's SOW (Statement of Work)
  • Ability to perform analytical processes and problem solving
  • Ability to work under significant timeline pressures with a high degree of accuracy and attention to detail
  • Ability to communicate clearly and effectively verbally and in writing
  • Ability to sit, talk and hear both in person and by telephone
  • Ability to operate Microsoft Office applications, especially MS Excel PowerPoint
  • Ability to travel upon request 
  • 5+ years in Management, or Medical office environment (preferred)
  • Coaching or supervisor experience
  • 5+ years of experience in a call center environment

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