Field Support Manager

Field Support Manager

Field Support Manager manages the multi-channel (inbound, outbound & incident management) contact center helpdesk operations that support field management, retail representatives, and 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. Pay rate is $52,200.00 / yearly.

Responsibilities include :

• 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 an hourly basis using volume forecasting and capacity management dashboard best practices.
• Engage with Divisional Leadership and stakeholders to identify and provide workflow 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.

Qualifications :

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.

About Us :

CROSSMARK is a part of Acosta Group a collective of the industry's most trusted retail, marketing, and foodservice agencies reimagining the way people connect with brands at every point in their shopping journey. At CROSSMARK, we help leading brands grow by connecting them with shoppers where it matters mostin stores and online. As a trusted sales and marketing agency, we specialize in delivering tailored solutions to drive retail success through strategic merchandising, product demonstrations, and data-driven insights. We value our people by recognizing everyday wins and fostering a supportive, collaborative environmentboth in person and online. Here, achievements are celebrated, work-life balance is prioritized, and everyone feels valued. Diversity is our strengthit fuels innovation, unlocks our potential, and reinforces our commitment to fairness and inclusion. Above all, we foster a growth environment where every team member can connect, develop, and build a fulfilling career. Acosta Group is an equal opportunity employer and will ensure that applicants with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed, please contact AskHR@acosta.com. Be sure to include "Applicant Accommodation" in the subject of your email to expedite the request. Acosta Group believes in good faith that the minimum and maximum annual salary or hourly compensation range for this opportunity is accurate and reasonable at the time of posting. The Acosta Group utilizes E-Verify for validating the ability to work in the United States for all job candidates. If you want more information on what this entails and your rights as a job applicant, please use the link provided to access information on our use of E-Verify and your right to work. Employer Resources (e-verify.gov) By applying, you agree to our Privacy Policy and Terms and Conditions of Use. Acosta, and its subsidiaries, is an Equal Opportunity Employer.