Team Manager

EOE Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description


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

Position Requirements

Full-Time/Part-Time
Full-Time

Rate of Pay

Position
Team Manager

Location
Phoenix

About the Organization
Valor Global was founded in Phoenix, Arizona in 2004. A family owned business, we focus on culture and admiring our people both inside of our business and community. We are a contact center business hired by a variety of global companies to handle all of their customer service and needs.
At Valor, we believe in Servant Leadership and Conscious Capitalism and believe that a well-aligned higher purpose positions people for success. Any company is only as strong as the culture and core values that its people believe in and live each day. By recruiting, retaining and developing self-motivated and inspiring people we ensure that we are able to provide extraordinary solutions to the customers.
Valor is fully vested in your success. Our culture, core values, industry leading low attrition, LEAN and Agile methodologies provide our customers access to a global infrastructure and a team of 1,000+ employees with enterprise systems and processes without the bureaucracy and red tape; our leadership team is accessible and available. Our organization prides itself on the ability to remain responsive and flexible to your business needs. We are a top performer with our clients with a successful track record in outperforming our competition.


This position is currently accepting applications.