Engagement Manager - Mansfield, OH

Position Summary: Responsible for managing Engagement Coaches that are responsible for the daily operations of an engagement center.  Manages and maintains team qualitative and quantitative performance results.  Implements engagement center processes that support seamless, integrated delivery of world class customer service.  Monitors service standards and goals, performs sales, service analysis aimed at improving group performance.  Provides information and consultation to management, coordinating staff, budget and resources to provide quality service and/or improve sales performance.  Resolves complex problems or inquiries in a timely, efficient manner.  Approves personnel activities concerning hiring, training/development, and evaluation of staff performance. May build industry relations communicating technologies and operational concerns through industry networking. Ensures assigned team meets and complies with all company policies and procedures.  Responsible for hiring, training, development and retention of diverse and highly effective teams.

Essential Duties & Responsibilities:

• Manages group of Engagement Coaches. Coaches and develops teams in all areas of performance including, but not limited to quality, quantity, productivity and leadership.  
• Participates in call monitoring calibrations and reviews calls being disputed and manages the service quality for assigned teams. 
• Presents monthly achievement levels and goals to assigned team and coaches individual team members to ensure improvement and efficient productivity is achieved. 
• Directly manages a team of Engagement Coaches and directs their activities toward accomplishing engagement center goals and objectives.  Hires, trains, develops and retains a diverse workforce.  Writes and conducts performance evaluations, makes employment decisions, sets performance goals and objectives for assigned team.
• Responsible for managing team and individual schedule adherence and attendance. Manages employee issues regarding attendance, performance, behavior, and delivers appropriate disciplinary action as needed.
• Responsible for communicating policy updates and company information through team meetings, pre-shift briefings and one-on-one development sessions.
• Handles escalated customer issues not resolved at the Team Leader level and works directly with customers to bring about resolution.
• May perform other related duties and responsibilities as assigned and/or required including leading or participating in projects as necessary.

Disclaimer:  The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.  Employees may be required to perform any other job-related duties as requested by their leader.  All requirements are subject to possible modification to reasonably accommodate qualified individuals with a disability.

Working Conditions and Physical Requirements: 

• This is a general office environment position. 
• Employee has limited walking requirements.  
• Answers telephone calls, uses personal computer and other business machines extensively, which requires the ability to apply finger dexterity. Individual bends, reaches, pushes and pulls file drawers to file records and reports.

Job Specifications
 

YEARS OF EXPERIENCE: 

• 2-5 years related experience (including 1-3 years management experience preferred).
• Previous experience in the healthcare field preferred.
• Previous experience working in a remote capacity preferred.
   

Education and/or formal training:

• Bachelor’s degree or equivalent related experience

Knowledge, Skills and Abilities:

KSAs Common to All JDs:

• Fluent in verbal and written English.
• Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.
• Ability to work effectively in a team oriented, high demand and fast paced environment. 
• Ability to maintain high level of confidentiality and work with highly sensitive data and information.
• Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.
• Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
• Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.
• Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.

KSAs Leadership level positions:

• Effective problem solving skills used to identify and resolve day-to-day operation and employee relations problems. 
• Demonstrated leadership skills to effectively develop and lead a high performing team in meeting function/department/company short-term goals and objectives.  Ability to take charge and get results within a team environment.
• Demonstrated ability to resolve differences impartially and bring issues to a positive resolution.
• Demonstrated change management aptitude and ability. Takes a proactive role in bringing about change, applying new ways to develop the business through improved management of people and processes.
• Ability to think strategically and identify critical success factors when developing strategy and plans for assigned area of responsibility.  Ability to translate diverse pieces of information into meaningful conclusions and results.
• Ability to proactively develop and maintain solid business partnerships to ensure success in balancing the department and customer needs with the legal and financial expectations of the organization and ensure needed business outcomes.
• Demonstrated ability to clearly and concisely express ideas and concepts verbally and in writing and adopts writing style and language to fit the situation/audience. 
• Knows the business and the mission-critical technical and functional skills needed to do the job; understands various types of business propositions and understand how businesses operate in general; learns new methods and technologies easily.
• Takes on all issues, challenges and people; comfortably confronts and works through conflict; delivers negative feedback and messages without hesitation deals promptly and fairly with problem performers; lets everyone know where they stand; thrives in crises and is energized by tough challenges; not afraid to make negative decisions and take touch actions; challenges the status quo.

Other position Considerations:

• Travel may be required to attend work related meetings and training sessions. 
• May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects. Incumbent must be able to support operations which are opened weekends and evenings.  All employees must be willing to work all shifts, overtime, holidays and emergency shifts as required.
• Able to maintain a regular work schedule to meet the needs of the business.
• Required to read and follow all company policies and procedures.
• Support and model the company values.
• This is a salaried position starting at $62,500/year.

Startek is an Equal Opportunity Employer