Sr. Engagement Manager in San Antonio, TX at Startek

Date Posted: 11/10/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
  • Experience:
    2 to 10 years
  • Date Posted:
    11/10/2020

Job Description

Essential Duties & Responsibilities:




  • Manages group of Engagement Managers.  Coaches and develops team in all areas of performance including, but not limited to quality, quantity, productivity and leadership. 

  • 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 call center Team Leaders and directs their activities toward accomplishing call 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.

  • Works directly with the client(s) and helps develop a sound business relationship.   Required to manage/lead all aspects of the engagement center operations including profit and loss accountability.

  • May perform other related duties and responsibilities as assigned and/or required including leading or participating in projects as necessary.

  • Participates in call monitoring calibrations and reviews calls being disputed and manages the service quality for assigned teams.


Job Requirements

Knowledge, Skills and Abilities:




  • Bachelor’s degree or equivalent related experience

  • Fluent in verbal and written English and Spanish.

  • Demonstrated effective project management, presentation, negotiation and persuasion skills.

  • Ability to proactively and continually collaborate with clients and colleagues to ensure needed business outcomes.

  • Demonstrated analytical aptitude to identify opportunities for change, identify alternative best practice solutions and anticipate future problems and opportunities.

  • Demonstrated problem identification and problem resolution skills used to effectively determine and implement alternative solutions and bring issues to a positive resolution.

  • Demonstrated ability to apply assessment measurement and evaluation techniques to ensure processes, systems and applications meet business needs.

  • Demonstrated ability to solve complex of problem; gleans meaning from whatever date is available; is a quick study of the new and different; adds personal wisdom and experience to come to the best conclusion and solution, given the situation; used multiple problem-solving tools and techniques.

  • 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 bring 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.


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