Managed Services Manager

Manpower

6d

About The Position

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 40 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

Requirements

• Proven experience managing and leading teams of 30+ employees
• Hands-on experience with full-cycle people management, including hiring, performance management, disciplinary actions, and terminations
• Strong ability to build, analyze, and interpret reports to drive data-informed decisions
• Bachelor’s degree in BA or a related field OR related experience

Responsibilities

• Owns performance management
• Holds accountability for hiring strategy
• Holds accountability for labor expenses and forecasting
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees