Team Manager

Team Manager Job Description

Position Title: Team Manager

Reports To: Operations Manager

Department: GOV

Location: Remote - Candidates must reside in Arizona

Pay 43K annually

Who We Are

Valor Global is a values-driven organization committed to delivering world-class customer experiences through innovation, empathy, and excellence. We partner with leading companies across industries to support their customers with care, precision, and heart. At Valor, we’re more than a service provider—we’re a community that fosters growth, celebrates diversity, and empowers our team members to make a meaningful impact every day.

Role Overview

The Team Manager plays a critical role in leading a group of customer service professionals within a fast-paced call center environment. This position is responsible for managing daily operations, coaching and developing team members, and ensuring consistent delivery of high-quality service. The Team Manager will also contribute to strategic initiatives and maintain alignment with client expectations and company standards.

Key Responsibilities

• Supervise a team of frontline agents to meet or exceed performance and quality benchmarks
• Provide ongoing coaching, feedback, and support through one-on-one sessions and team meetings
• Oversee daily operations including inbound/outbound call handling and issue resolution
• Monitor team metrics and implement strategies for continuous improvement
• Collaborate with internal departments to address quality concerns and enhance processes
• Support employee development and career progression within the organization
• Ensure compliance with company policies and client requirements
• Foster a positive and inclusive team culture aligned with organizational values
• Participate in client communications and provide performance reporting as needed

Core Competencies

• Strong leadership and team-building capabilities
• Excellent verbal and written communication skills
• Ability to motivate and guide teams toward shared goals
• Proficiency in interpreting and communicating performance metrics
• Skilled in coaching, conflict resolution, and problem-solving
• Adaptable and collaborative in a dynamic environment
• Professional demeanor and consistent attendance
• Familiarity with HIPAA regulations and handling sensitive patient information
• Attention to detail in data entry and record keeping

Performance Expectations

• Achievement of service quality and productivity goals
• Effective time management and operational efficiency
• Adherence to internal performance and conduct standards

Qualifications

Required

• High school diploma or equivalent
• Experience in a call center leadership role
• Proficiency in basic computer applications (e.g., email, spreadsheets, word processing)

Preferred

• Supervisory experience in customer service or related field
• Associate’s or Bachelor’s degree
• Familiarity with Microsoft Office Suite and call center technologies

Benefits

• Medical, Dental, Vision
• 401K with matching up to 4%
• Company Paid Life Insurance
• PTO
• Sick Time
• Employee Assisance Program