Customer Support Inbound Team Manager

Summary:  

The team manager is a customer focused leader who is approachable and relates well to all personnel. This highly professional person has integrity and trust beyond reproach and displays a positive image for all ADT team members to emulate. This leader is responsible for managing the day to day operations of FOSC inbound associates and ensuring customer satisfaction, productivity and efficiency that helps the FOSC achieve its goals and objectives through coaching and mentoring of our associates.

Duties and Responsibilities:

• Provide coaching, mentoring, guidance and feedback to team members as opportunities arise to improve handling of customer requests, escalations, inter-company relations, or other situations.

• Provide team members with comprehensive qualitative feedback to include attendance updates, analysis of productivity levels against goals, and summary communication of departmental and/or business news.

• Set a leadership example with peers and team to develop a representative level team to improve productivity, efficiency and overall performance.

• Ensure a proactive environment by creating and utilizing strong peer relationships.

• Ensure adherence to policies and procedures, standards and service excellence goals.

• Effectively resolve highly escalated customer complaints through diligent research and courteous service.

• Promote an atmosphere of teamwork, accountability and inclusion.

• Assist the Customer Inbound unit manager in developing strategies to improve efficiency and effectiveness in the Customer Inbound unit.

• Special projects or duties as required.

Qualifications

Education/Certification:         

• Four-year degree in business, liberal arts, or another related program is preferred.

• 1+ year of leadership or management experience. 

   

Experience:

• Degree in pursuit / 2-year degree preferred. 

Skills: 

• Must possess excellent organizational and analytical skills, as well as the ability to perform and provide results in a fast-paced, team-oriented environment.

• Qualified candidates will have excellent communication skills both verbal and written.

• Must have demonstrated leadership skills and possess strong interpersonal skills to build peer relationships.

• All candidates must be able to work independently, with little or no direction and maintain a high degree of productivity and accuracy.

• Understand and operate in Mastermind, JST and Microsoft Office Suite—especially Microsoft Excel and Teams. Knowledge of SalesForce a plus.

• Strong knowledge of FOSC processes and a strong working knowledge of all FOSC roles.

• Candidate must not currently be under any disciplinary counseling.

 Pay and Benefits Disclosure:

The pay range for this role is $56,500 - $104,900 and is based on experience and qualifications. We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays. 

In the event a position is commission-based, compensation is solely based on the individual’s sales volume. This applies only to commission roles.