Team Manager
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Full-time
USD75.4K - 100K/year
~COP150M - 200M/year
+ Equity
+ Bonuses
Posted about 3 years ago
Responsibilities
RP Professional Services, LLC (RP) is a rapidly growing government consulting firm headquartered in Ashburn, Virginia. We’re an 8(a), Service-Disabled Veteran-Owned Small Business (SDVOSB) that exclusively enables the missions of U.S. Federal agencies through superior mission support and technology integration. Our dedication to our employees and clients is driven by our promise to deliver Excellence, Value, and Flexibility. "People, not just Resources" is more than our motto; it's the foundation on which we are built!
RP is seeking world class Team Managers to provide support to small business owners in a crisis contract center. In this role, you will ensure each customer receives the best and most efficient and effective service possible in a people-first environment that values your expertise, encourages entrepreneurship, and promotes and rewards innovation. You’ll assist a team of individuals who answer inbound calls and provide solutions additionally via email, while also engaging in customer calls as well. We are seeking candidate who can be a resource for their team and help to provide the newest resources in order to be successful. We are seeking candidate who thrive in a fast-paced, demanding, and ever-changing contact center environment. This is a supervisory, remote position.
Responsibilities:
- You’ll be responsible for performance and personnel support for a team of contact center agents
- You’ll be responsible for working with the RP Management team to elicit feedback and deliver this in real time
- You’ll be responsible for facilitating, and supporting, performance reviews
- You’ll be responsible for approving and rejecting timesheets; recommending changes
- You’ll be responsible for monitoring out of office requests
- You’ll provide training resources and serve as an escalation point for team members, inclusive of escalation during live calls
- You’ll answer inbound calls from customer and use playbooks to ensure a solution is provided
- You’ll provide world class customer service by ensuring that all customers receive the best and most efficient and effective service possible
- You’ll provide performance feedback
- You’ll use a script to resolve phone inquiries
- You’ll use a template to respond to email from customers
- You’ll document the resolution of all calls or emails in the prescribed customer relationship management system(s)
- You’ll accurately confirming the identity or “authenticating” customers before providing account-specific information to help prevent fraud, ensure privacy rights are protected, and avoid a data breach
- You’ll review customer account information in SBA systems and correctly conveying information and/or status updates to help customers resolve their issues or reach the correct department at SBA or elsewhere
- You’ll communicate verbally or in writing in a clear and professional manner with customers and all contact center project team staff
- You’ll be a resource and provide up to date material to team members
- Others duties as assigned