Performance Support Manager

About the Job

We are changing the way people think about customer service, and we need your help! 

We are seeking a Performance Support Manager to collaborate with the Senior Leadership and Operations Teams to help contribute to the overall health of the company’s operational lines of business. We are looking for a leader who has the vision, experience and passion to contribute to our culture and deliver extraordinary results for our clients.  

As a Performance Support Manager, You Will…

  • Provide the Operations and Support Teams with step by step guidance on how to track and analyze data, identify root causes, and plan strategically.
  • Partner with Operations to help support and drive execution with a course of action for overall improvement in attrition, absenteeism and Key Performance Indicators.
  • Promote/support learning opportunities (trainings, triads, workshops, calibrations, etc) to promote career development and leadership expertise.
  • Share best practices around audit processes, Standard Operating Procedures, newsletters, master problem analysis and decision-making. 
  • Deliver and/or attend weekly meetings to discuss strategic actions to drive overall success.
  • Build strong partnerships with all Support Teams.
  • Ensure consistency, quality and timeliness of deliverables for all assigned projects. 

As a Performance Support Manager, You Have...

  • A minimum of 5 years of experience in the contact center industry
  • At least 3 years of experience in contact center leadership
  • Bachelors or Masters Degree in Business or Equivalent work experience 
  • Experience in client relationship management and front-line supervisor development
  • Excellent organizational and time management skills
  • Proven experience in coaching and developing
  • Proven ability to work across several departments to solve problems and achieve results
  • Confidence in public speaking and training
  • Excellent organizational and planning skills including task prioritization and effective time management
  • Strong writing and communication skills
  • Strong analytical skills to make and support business decisions
  • Ability to work in an unstructured and entrepreneurial environment

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