Managed Services Manager

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 10 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 10 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 Required • Bachelor’s degree in BA or a related field OR related experience ManpowerGroup is proud to be an equal opportunity affirmative action workplace. We celebrate diversity and are committed to providing an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, citizenship, marital status, pregnancy (including childbirth, lactation and related medical conditions), age, gender, gender identity or expression, sexual orientation, protected veteran status, political ideology, ancestry, the presence of any physical, sensory, or mental disabilities, or other legally protected status. A strong commitment is made by each employee and is necessary to ensure equal employment opportunity for all. ManpowerGroup is an inclusive workplace that will recruit, hire, train, and promote persons of all job titles, and ensure all other personnel actions are administered without regard to non-merit-based characteristics of individuals. Reasonable accommodation during the interview process can be provided. Contact [email protected] for assistance. Required • Bachelor’s degree in BA or a related field OR related experience ManpowerGroup is proud to be an equal opportunity affirmative action workplace. We celebrate diversity and are committed to providing an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, citizenship, marital status, pregnancy (including childbirth, lactation and related medical conditions), age, gender, gender identity or expression, sexual orientation, protected veteran status, political ideology, ancestry, the presence of any physical, sensory, or mental disabilities, or other legally protected status. A strong commitment is made by each employee and is necessary to ensure equal employment opportunity for all. ManpowerGroup is an inclusive workplace that will recruit, hire, train, and promote persons of all job titles, and ensure all other personnel actions are administered without regard to non-merit-based characteristics of individuals. Reasonable accommodation during the interview process can be provided. Contact [email protected] for assistance.

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