Operations Support Center Manager-CPG

Job Description

A leadership position responsible for developing and maintaining a support structure for Field Support employees. The Field Support Supervisor ensures execution of department and individual employee goals and objectives. The CROSSMARK Field Support department collaborates with teams, business stakeholders, and clients to provide best-in-class contact center support by proactively identifying opportunities, listening, resolving, and delivering Service Excellence that drives success. Provides support via inbound calls, outbound calls, service tickets and recorded mass communication. Full service for all project phases - standalone or bundled options.

Responsibilities

• Coach and develop employees.
• Ensure quality assurance processes are enhanced and followed.
• Maintain and drive operational procedures and compliance.
• Manage employees' overall work performance; maintain accurate records of employee work performance.
• Analyze viability of all requests and their resulting impacts, both analytical and technical.
• Effectively communicate all changes and enhancements.
• Adhere to and implement company policies and procedures.
• Recruit, hire, and train new employees per company policy and operational procedure.
• Ensure professional and timely resolution of any client and/or customer's issues.
• Liaise and maintain positive working relationship and communication with leadership, clients, and customers.
• Maintain current knowledge of clients, accounts, and industry.
• Responsible for using appropriate judgment to protect confidential Company information.

Qualifications

Education/Experience:

• 4+ year college degree or related work experience.
• 1+ years of applicable team leadership experience.

Computer Skills: Word, Excel, PowerPoint and Outlook proficiency.

Supervisory Responsibilities: This position has direct supervisory responsibilities.

Work environment: Office environment.

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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 most-in 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 environment-both in person and online. Here, achievements are celebrated, work-life balance is prioritized, and everyone feels valued. Diversity is our strength-it 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 View email address on click.appcast.io . 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.

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