The Core Services Manager holds primary responsibility for the coaching, development, employee relations and corrective

Core Services Associate Team. In this role, the Manager will work to drive key skills and traits needed to perform the

Customer Engagement Centers (CEC) Core Services functions at the expected levels and provide coaching and guidance

to associates regularly. Key to the effort will be the overall team performance as measured against the CEC key

performance indicators. It is expected that the Manager will work with their team to continually improve the performance

through personal interaction, skills improvement, training and other techniques. Creation of a high-performance culture

through an effective and versatile leadership style is expected as is maintaining key relationships as part of the overall

• High school diploma or GED; Two or more years in a service industry with a focus on customer satisfaction and sales

• Previous leadership experience with a demonstrated high performance for staff development preferred.

• Delivers coaching and creates related documentation regarding performance metrics and customer interactions

• Focuses on Associate growth and development and builds a high-performance culture

• Prepare documentation regarding Associates as needed, as per the progressive discipline policy

• Perform special projects and tasks as requested by the Center Leadership

• Possesses strong negation skills and sales orientation and shares learnings with team

• Demonstrates proficiency in all CEC systems and is able to coach team on use as needed

• Discusses Associate readiness for next level with management team

• Organizes meetings and huddles with Associates to share new information or update the team

• Gathers, analyzes and extrapolates operational data to guide individual and team improvement

• Understands, tracks and communicates each of the key CEC processes and metrics to each associate on an

individual and team basis. Shares the results and manage individuals on the team so that all metrics are understood

• Drives employee retention through effective relationship building

• Works closely with other Managers to lead center and accomplish key tasks

• Reports out to Senior Manager and Center Leaders on key trends and observations from coaching sessions and data

• Seeks ways to optimize current procedures and procedures and processes to enable continuous improvement

• Adaptability - Determines how change impacts self and others; displays extreme flexibility in adjusting

priorities and work schedule; and communicates both the reasons for change and how it impacts the

 Communication - Customizes approach to conveying complex information and ideas to others in a

convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models

active listening to ensure understanding; Exhibits Superior verbal, written communication, and

• Problem Solving and Decision Making - Models and coaches others on breaking complex issues into

manageable parts, identifying and evaluating alternatives and their implications before making decisions, and

involving and gaining agreement from others when making key decisions.

• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from

others; makes a good first impression and represents the company in alignment with its values; highly

• Building and Contributing to Teams - Leads and participates as a member of a team to move the team

toward the completion of common goals while fostering cohesion and collaboration among team members.

• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for

work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment

goals; proactively takes action and goes beyond what is required.

• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or

others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the

• Customer Relationships - Develops and sustains relationships based on an understanding of customer

needs and actions consistent with the company’s service standards.

• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations,

and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business

results; and ensures employees are given the opportunity to contribute to their full potential.

• Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to

best fit the needs and/or support the goals of an organizational unit.

• Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self

• Business Acumen - Understands and utilizes business information to manage everyday operations and

generate innovative solutions to approach team, business, and administrative challenges.

• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area

• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

 Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, Outlook,

o Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly,

correctly, and in a way that allows one to solve work-related issues.

o Oral Comprehension - Demonstrates ability to listen to and understand information and ideas

o Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in

o Writing - Communicates effectively in writing as appropriate for the needs of the audience.