Team Manager

  • Unisys
  • Salt Lake City, UT, USA
  • Oct 08, 2019
Full time Information Technology Management

Job Description

Secure your tomorrow with Unisys: A great place to learn and grow your career! At Unisys, every associate makes a difference. Here, you have the opportunity to learn new skills, apply your expertise, explore local and global challenges, and solve complex technology issues with creative solutions and diverse teams. You are part of a team that drives change and delivers results on a daily basis. Our success is a direct result of our people.

Unisys is a global information technology (“IT”) company. We work with many of the world’s largest companies and government organizations to solve their most pressing IT and business challenges.  We specialize in providing integrated, leading-edge solutions to clients in the government, financial services and commercial markets.  Our offerings include cloud and infrastructure services, application services, security solution and high-end server technology.  We have more than 20,000 associates serving clients around the world. For more information, visit www.unisys.com.

UIS Team Manager provides direction to subordinates based on general policies and management guidance. Work is reviewed upon completion for adequacy in meeting objectives. Interprets and executes policies and procedures that typically affect subordinate organizational units. Recommends modifications to operating policies affecting Call Reception. Generally, accomplishes results through lower level subordinate supervisors or through experienced professional employees who exercise significant latitude and independence in their assignments.

  • Manage a team of call center agents
  • Provide weekly coaching / feedback session with agents to identify opportunity areas, reinforce strengths, and create action plans to drive better performance
  • Take escalated calls as needed and ensure to answer agent questions / inquiries real-time to resolve customer concerns / issues
  • Ensure that all reports/data related to agent’s performance (metrics, pay, etc.) are complete and accurate
  • Report/communicate discrepancies on all, but not limited to, performance, report, pay, and the likes related issues of agents and the team
  • Provide uniform/consistent disciplinary actions to all agents on all performance and behavior related concerns
  • Manage Agent Attendance including approving time cards and following up with agents as necessary on unapproved time missed. 
  • Escalate concerns that impact the team’s and agent’s performance, pay, etc.
  • Report any form of performed or attempted fraud, whether performed by anyone involved in the program (agents, coaches, quality lead, etc)
  • Drive compliance on all program initiated action plans, initiatives, incentives, and the likes and ensure that all agents understand, execute, and provide feedback as deemed necessary
  • Observe and inspect adherence to all company/Client rules, regulations, policies, action plans, initiatives, incentives and the likes that impact the company and the client (and its customers)
  • Raise agent and team concerns that impacts performance, pay, etc.in real time
  • Ensure timely cascade of updates/changes in actions plans, incentives, initiatives, policies, procedures, etc. to all agents
  • Coordinate with the management team any event, exceptions, issues, etc. as real time as possible that will impact (positively or negatively) or address performance
  • Continuously improve team performance on all key performance indicators both on a weekly and monthly basis set by the company and the client
  • Identify performance gaps both on an agent and team level that impacts the agent’s and team’s performance
  • Initiate action plans, initiatives, incentives, etc. to improve agent and team performance/retention
  • Provide consistent weekly and monthly performance discussions with all agents
  • Partner with direct supervisor in removing hurdles in delivering minimum performance requirements on a weekly and monthly basis
  • Collaborate with peers, agents, and direct supervisor on how to improve team and program performance
  • Provide input/insight to the team on how to improve performance through process improvements, action plans review, etc.
  • Share best practices to all teams
  • Manage Account Goals to include attrition, headcount/staffing needs, ticket pool management, agent training and new hire onboarding, account specific training, etc.
  • Complete any required supervisor/leader training as assigned
  • Coaching, development and mentoring skills
  • Effective leadership skills

  • Prefer 1-2 years supervisory experience in a Customer Service environment under a Telecommunications or IT program
  • Prefer some technical education or certifications
  • Must be able to obtain ITIL Certification within a year of hire
  • Supervising employees who deliver remote hardware and software support to resolve basic feature/function questions regarding Off the Shelf (i.e., Microsoft Office applications), client customized enterprise business applications (i.e., PeopleSoft HRMS), or similar areas."
  • Ability to handle conflict
  • Effective interpersonal skills
  • Strong problem solving and analytical skills
  • Effective oral and written communication skills
  • Effective time management, organizational skills and ability to meet deadlines
  • Ability to work effectively within a team
  • Effective decision making skills and ability to use appropriate judgment
  • Demonstrate accountability and responsibility for job requirements
  • Must hold an active Secret security clearance

 

Unisys is an Equal Opportunity Employer (EEO). Minorities, Females, Disabled Persons, and Veterans.