Manager

About the role

For our client, we are seeking a Manager to join the team of a leader in the Retail & Consumer Goods space. This role will oversee a customer support team within an operations environment, with a strong focus on coaching, performance management, and day-to-day execution. The Manager will guide agents through complex customer requests, help shape career development paths, and ensure the team has the support needed to deliver high-quality service. This position also partners closely with the team to address challenges, improve processes, and maintain effective resource allocation. Location: Remote - US based candidates only, no visa sponsorship available.

Responsibilities

• Hire, train, coach, and lead agents to support customer requests
• Develop agents' career paths to align with their skills and aspirations
• Guide agents through difficult customer requests and manage their workloads
• Lead team meetings to understand and address agent challenges
• Conduct monthly 1:1 performance reviews with agents
• Encourage use of guiding principles in agent interactions
• Analyze data to improve processes and ensure resource allocation

Qualifications

• 5+ years of experience in people management
• 2+ years of experience in Managed Mobile Services, the mobile industry, or the contact center industry preferred
• High School Diploma required
• Strong attention to detail and organizational skills
• Ability to utilize critical thinking for task completion

Benefits

• Remote work opportunity
• Access to continuous professional development
• Engagement activities reflecting company values
• Work with a high-performing team
• Positive work culture emphasized by leadership

Pay

Compensation: $111,914 – $139,893 annually