Job Description

STAR Team Manager

Remote | Full-Time

Schedule: Monday through Friday, 11:00 AM to 8:00 PM

Lead Performance. Drive Results. Make an Impact.

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.

Key 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.

Qualifications

Required

• 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.

Preferred

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

What We Offer

• Competitive salary
• Bonus opportunity
• Remote work environment
• Career growth and leadership development opportunities
• Supportive and collaborative team culture
• Opportunity to make a meaningful impact on employee and operational success

Equal Opportunity Employer

We are committed to creating a diverse and inclusive workplace and welcome applicants from all backgrounds and experiences.

Ready to lead, coach, and elevate team performance? Apply today!