The Managed Services Manager practices oversight and guidance, while driving and leading the team. They are responsible and accountable for performance management and process improvement in the managed services department while executing strategy.

Making an Impact
• Owns performance management
• Holds accountability for hiring strategy
• Holds accountability for labor expenses and forecasting

People Leadership
• Approximately 40 direct reports including Scheduler, Agent Leads, Quality Analyst, and Training Knowledge Analyst

Your Typical Day and Other Key Details
• Participates in monthly client business reviews
• Coaches agents
• Handles ticket escalations
• Forecasts for labor needs
• Interviews new employees
• Communicates contests and winners to team
• Coordinates with external vendors
• Helps execute improvement strategy
• Handles access escalations
Other accountabilities as assigned

The Managed Services Manager practices oversight and guidance, while driving and leading the team. They are responsible and accountable for performance management and process improvement in the managed services department while executing strategy.

Making an Impact
• Owns performance management
• Holds accountability for hiring strategy
• Holds accountability for labor expenses and forecasting

People Leadership
• Approximately 40 direct reports including Scheduler, Agent Leads, Quality Analyst, and Training Knowledge Analyst

Your Typical Day and Other Key Details
• Participates in monthly client business reviews
• Coaches agents
• Handles ticket escalations
• Forecasts for labor needs
• Interviews new employees
• Communicates contests and winners to team
• Coordinates with external vendors
• Helps execute improvement strategy
• Handles access escalations
Other accountabilities as assigned