Posted Date 3 weeks ago(5/3/2019 12:02 PM)
    Req ID
    Primary Work Location : Location
    Administrative/Support Services
  • # of Openings



    Field Support Manager manages the multi-channel (inbound, Outbound & Incident Mgmt) contact center helpdesk operations that support field management, retail representatives, events specialists with new hire orientation, training and project execution. This position also provides reporting support at the divisional level to client facing leaders and stakeholders associated with project execution priorities.


    • Provide leadership to a team of Field Support Supervisors and Representatives to perform service delivery using prescribed key performance indicators with regard to productivity and quality service scorecard metrics including performance management, counseling and hiring
    • Manage multi-channel (inbound, outbound & incident management) contact center helpdesk operations to meet prescribed service level deliverables on a hourly basis using volume forecasting and capacity management dashboard best practices
    • Engage with Divisional Leadership and stakeholders to identify and provide work flow priorities and service options based on business priorities.
    • Monitor critical technical system resources to ensure consistent service delivery. Engage system vendors/administrators as needed to mitigate impact to service level objectives
    • Support new business opportunities by providing service menu presentations
    • Contact center workforce management; volume and staffing forecasting methodologies
    • Service quality (customer experience) management; component and attribute development and definitions
    • Leadership competencies in the areas of coaching, counseling, business acumen, strategic and teambuilding
    • Performance objective development and goal setting
    • Time management; self-disciplined, performance focused and work priorities setting


    NOTE:  This job description does not imply that the above functions are the only tasks that may be performed.  Associates will be expected, if possible, to follow any other job-related instructions and perform any other job-related tasks as directed by management.



    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.


    Education/Experience: Junior college/two-year college training; 3 to 5 years of experience in a customer service call center.


    Other Functions: None.


    Certificates, Licenses, Registrations:


    Supervisory Responsibility: Yes.


    Working Conditions: Office Environment; Call Center.


    Physical Demands:


    Language Skills:  English is the primary language skill; however, bilingual skills may be required based on business necessity.

    CROSSMARK is committed to providing accessible employment practices and welcomes applications from people with disabilities. If you require accommodation for a disability during any stage of the recruitment process, please let us know.


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