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Managed Services Manager
full-time•United States
About this role
The Managed Services Manager practices oversight and guidance, while driving and leading the team. They are responsible and accountable for performance management and process improvement in the managed services department while executing strategy.
Making an Impact
• Owns performance management
• Holds accountability for hiring strategy
• Holds accountability for labor expenses and forecasting
People Leadership
• Approximately 40 direct reports including Scheduler, Agent Leads, Quality Analyst, and Training & Knowledge Analyst
Your Typical Day and Other Key Details
• Participates in monthly client business reviews
• Coaches agents
• Handles ticket escalations
• Forecasts for labor needs
• Interviews new employees
• Communicates contests and winners to team
• Coordinates with external vendors
• Helps execute improvement strategy
• Handles access escalations
Other accountabilities as assigned
Required:
Proven experience managing and leading teams of 30+ employees
Hands-on experience with full-cycle people management, including hiring, performance management, disciplinary actions, and terminations
Strong ability to build, analyze, and interpret reports to drive data-informed decisions
Bachelor’s degree in BA or a related field OR related experience
ManpowerGroup is proud to be an equal opportunity affirmative action workplace. We celebrate diversity and are committed to providing an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, citizenship, marital status, pregnancy (including childbirth, lactation and related medical conditions), age, gender, gender identity or expression, sexual orientation, protected veteran status, political ideology, ancestry, the presence of any physical, sensory, or mental disabilities, or other legally protected status.
A strong commitment is made by each employee and is necessary to ensure equal employment opportunity for all. ManpowerGroup is an inclusive workplace that will recruit, hire, train, and promote persons of all job titles, and ensure all other personnel actions are administered without regard to non-merit-based characteristics of individuals.
Reasonable accommodation during the interview process can be provided. Contact [email protected] for assistance.
What you'll do
- The Managed Services Manager is responsible for overseeing and guiding the managed services team, focusing on performance management and process improvement. They participate in client business reviews, coach agents, handle escalations, and execute improvement strategies.
About Manpower
Talent Solutions combines our leading global offerings RPO, TAPFIN-MSP and Right Management to provide end-to-end, data-driven capabilities across the talent lifecycle. Leveraging our deep industry expertise and understanding of what talent wants, we help organizations address their complex workforce needs. From talent attraction and acquisition to upskilling, development and retention, we provide seamless delivery, leveraging best in breed technology, and extensive workforce insights across multiple countries at scale.
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Frequently Asked Questions
What does a Managed Services Manager do at Manpower?
As a Managed Services Manager at Manpower, you will: the Managed Services Manager is responsible for overseeing and guiding the managed services team, focusing on performance management and process improvement. They participate in client business reviews, coach agents, handle escalations, and execute improvement strategies..
Is the Managed Services Manager position at Manpower remote?
The Managed Services Manager position at Manpower is based in United States, United States. Contact the company through Clera for specific work arrangement details.
How do I apply for the Managed Services Manager position at Manpower?
You can apply for the Managed Services Manager position at Manpowerdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.