INTEGRATIONS MANAGER

Authenticom• US,

1d•Remote

About The Position

Authenticom is seeking an Integrations Manager to provide people leadership and operational oversight for a high-volume, client-facing Integration Services team. This role directly supervises Integration Team Leads and has broader accountability for the Integration Services employees they support. The team is responsible for meeting productivity quotas, service levels, quality standards, and client expectations. The Manager creates a performance-driven environment where expectations are clear, results are consistently measured, and employees receive regular coaching and accountability. The Manager must be comfortable leading in a call center, contact center, customer service, or similarly metric-driven environment.

Requirements

High school diploma or equivalent required.
Minimum of five (5) years of experience in a call center, contact center, customer service, client services, or other high-volume service operation strongly preferred.
Minimum of three (3) years of people leadership experience, including experience managing frontline employees and/or team leads.
Demonstrated experience leading teams against defined quotas, productivity targets, service levels, quality standards, and other measurable KPIs.
Experience managing client-facing calls, escalations, and complex service situations in a fast-paced, high-volume environment with competing client and operational priorities.
Ability to analyze performance information, including quota attainment, productivity, call activity, service levels, and quality metrics, and use it to identify gaps, coach employees and leads, improve productivity, and hold teams accountable for results.
Strong verbal and written communication skills, including difficult or escalated client conversations.
Demonstrated ability to coach employees and leaders, provide constructive feedback, recognize strong performance, and address performance concerns effectively.
Ability to manage multiple priorities, staffing needs, and a high volume of people, calls, and client needs while maintaining quality and service.
Strong problem-solving and critical-thinking skills, with the ability to identify root causes and make timely, thoughtful decisions.
Ability to work collaboratively across the organization and encourage shared ownership of business outcomes.

Nice To Haves

Associate's degree in Business Management, Communications, or a related field preferred.
Equivalent combinations of education, experience, and training may be considered.

Responsibilities

Lead, coach, and develop Integration Team Leads and Integration team members to consistently achieve individual and team quotas, productivity expectations, service levels, quality standards, and client service goals.
Establish a consistent operating rhythm including one-on-ones, team meetings, daily performance monitoring, weekly metric reviews, coaching sessions, recognition, and performance action plans when expectations are not being met.
Manage the employee lifecycle, including hiring, onboarding, performance management, and corrective action, in accordance with company policies and applicable practices.
Understand individual and team strengths, development needs, and career interests, and create opportunities for skill development, cross-training, and career progression.
Direct daily team activities and prioritize workloads so calls, tickets, orders, and client requests are handled accurately and within service expectations.
Monitor call activity, client interactions, productivity, workload, quota attainment, service levels, and quality against established guidelines and client requirements.
Coach Integration Team Leads and team members on effective client-facing communication, including handling difficult conversations, escalations, complaints, objections, and complex service issues with urgency, sound judgment, and a focus on resolution.
Serve as a subject matter expert for company products, services, integration processes, and departmental procedures, staying current on updates and initiatives that affect the team or clients and guiding associates and clients accordingly.
Identify performance, training, and knowledge gaps, then create, coordinate, and facilitate training and coaching for onboarding, ongoing learning, client communication, cross-training, and proficiency.
Identify behaviors and practices of top performers and replicate them across the broader team, promoting knowledge sharing and consistent execution.
Evaluate team processes and workflows, then develop and implement best practices and improvements that increase productivity, quality, scalability, quota attainment, and the associate and client experience.
Partner with the Director and cross-functional departments to identify roadblocks, recurring issues, product or process challenges, and solutions.
Partner with leadership on staffing, workflow, scheduling, capacity, and process changes needed to consistently meet client demand and performance expectations.
Develop, review, and communicate individual, team, and lead-level performance metrics, including productivity, quota attainment, call activity, quality, service levels, and progress toward goals.
Use performance data and employee and client feedback to identify trends, coach to gaps, recognize strong performance, and determine next steps.
Escalate significant risks, resource needs, and operational challenges to the Director in a timely manner.
Maintain confidentiality and exercise appropriate discretion when handling employee, client, and company information.
Participate in departmental and organizational projects as assigned.
Perform other duties and responsibilities as assigned.