Star Team Manager

Beacon Specialized Living

1d•$75,000•Remote

About The Position

We are seeking an experienced and motivated STAR Team Manager to lead a high-performing remote team in a fast-paced customer service environment. This role is ideal for a proven leader who excels at coaching employees, improving operational performance, and creating a culture of accountability and engagement. The STAR Team Manager is responsible for overseeing quality audits and call scoring, driving team productivity, assisting with scheduling and workforce coverage, and providing ongoing coaching and development to team members.

Requirements

Previous leadership experience in a Team Lead, Supervisor, Manager, or similar role.
Strong coaching, mentoring, and employee development skills.
Experience conducting quality audits, call scoring, and performance evaluations.
Proven ability to drive productivity and achieve team performance goals.
Excellent communication, organizational, and problem-solving skills.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency with Microsoft Office and other business systems.

Nice To Haves

Experience leading remote teams.
Call center or customer service leadership experience.
Bachelor's degree or equivalent combination of education and experience.

Responsibilities

Lead, coach, and develop a team of remote STAR Team Agents.
Conduct quality audits and call evaluations to ensure service excellence.
Provide meaningful feedback and performance coaching to improve individual and team results.
Monitor productivity metrics and implement strategies to drive performance.
Assist with scheduling and workforce planning to ensure adequate coverage.
Track and analyze key performance indicators (KPIs) and identify opportunities for improvement.
Partner with leadership to support operational goals and service standards.
Foster a positive, collaborative, and accountable team culture.
Support employee engagement, performance management, and professional development initiatives.