Manager

Are you an experienced leader with a passion for delivering exceptional customer service?

Do you have a strong background in managing teams and driving performance in a fast-paced call center environment?

Traveling Teams Inc. is searching for a motivated and skilled department manager to oversee a small team within our customer service operations. As a key player in our organization, you'll supervise daily performance metrics, staffing coverage, attendance/timecard approvals, and ensure a smooth delivery of customer satisfaction. You'll foster a team-oriented environment that supports the growth and development of others, whilst maintaining and improving upon existing company standards.

Supervisory Responsibilities:

• Yes, upon completion of training and based on specific job assignments.

General Duties/Responsibilities:

• Team Supervision and leadership, managing direct reports, providing on-the-spot coaching, mentoring, and daily feedback to ensure high performance and employee engagement.
• KPI management, tracking and analyzing team productivity, upholding internal standards of operation, and ensuring company goals are satisfied.
• Customer service excellence, resolving escalated customer complaints and issues promptly, ensuring customer retention and satisfaction metrics are achieved.
• Training and development, leading continuous improvement efforts for your team, supporting employee growth, and long-term goal achievement.
• Collaboration and Teamwork, working closely with upper management and other department leaders to provide regular updates on department performance, escalated issues, and customer service trends.
• Administrative compliance, reviewing and approving daily timecards via ADP Workforce Now, preparing managerial reports, and completing all other assigned tasks.

Required Skills/Abilities:

• Expert understanding of clerical and administrative procedures.
• Excellent written and verbal communication skills.
• Active listening and interpersonal skills.
• Excellent attention to detail.
• Demonstrates initiative and leadership qualities.
• Analytical and problem-solving abilities.
• WOW service mentality/customer-centric attitude.

Education and Experience:

• Bachelor’s degree in Hospitality, Communications, Business, or a related field.
• 5-7 years prior experience required with at least 2 years supervisor/management experience.
• Similar roles include but are not limited to: Call Center Manager, Customer Service Supervisor, Call Quality Assurance Supervisor, Guest Operations Team Lead, etc.

Job Function:

• Administrative, Customer Service, Management

About Traveling Teams Inc.:

Over 25 years ago, Traveling Teams Inc. was founded on the simple concept of service. We decided from the beginning that we only serve youth sports and, now, we are the leading youth sports housing provider in over 800 markets throughout North America and some parts of Canada. We have forged lasting relationships with all major national hotel brands, CVBs, event holders, and sports commissions. Through these relationships, we have proven successful in managing the volume and prestige of any event. As the Company evolves, we will continue to invest in state-of-the-art technology and always keep remarkable service at the forefront of our vision and model.