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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Employee Support Center Manager - **Company:** PEOPLEASE, LLC - **Location:** United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Data Analysis, Computer Literacy, Microsoft Office, Prism (Software), Data Analytics - **Published:** June 13, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=a6bb07dd3492d160 ## About the Role Do you have experience in Writing skills?, Do you have a High school diploma or GED?, This role will requires the ability to manage and execute the coordination of multiple projects within required timeframes and expectations; demonstrate excellence in communication skills; be able to inform both orally and in writing; working knowledge of Microsoft Office products. Demonstrate the ability to perform detail-oriented tasks; interact, coordinate, follow up, and effectively communicate with team members, internal stakeholders, Client Employees, Senior Management, and Third-Party Administrators. Candidate must be a self-starter with the ability to function as a remote employee in a distributed work team., * High School diploma or equivalent required * Associate or Bachelor's degree in business/communications or equivalent experience preferred * Bilingual Spanish & English required * 3+ years of experience in a call center with at least 2 years in a supervisory role required * Experience with call centers, data analytics, and client service required * Experience managing teams of 3+ employees * Strong computer literacy including Microsoft Office * Strong communication skills, both verbal and written * High attention to detail and organizational ability * Ability to multi-task, establish priorities and work independently in a fast-paced environment * Familiarity with sensitive employee issues * Prism experience preferred Leadership Skills and Abilities: * Proactively identifies coaching and development opportunities * Proven accountability for outcomes for call center team * Demonstrates strong conflict resolution and de-escalation solutions in real time * Clear, professional communication with the team and with leadership across the enterprise * Takes ownership of the team's performance and outcomes * Builds trust and credibility * Leads with accountability, transparency, and a service-first mindset * Experience managing asynchronous work Work Environment & Expectations The role requires regular communication and may require occasional travel to support the distributed workforce. The role will primarily function indoors but may involve working in varying temperatures or outdoor environments as needed. * Ability to manage distributed teams, including multiple time zones * Flexibility to support extended hours or peak business periods as needed * Regular interaction with internal stakeholders, clients, and senior leadership ## Description The Employee Support Center (ESC) Manager serves as the frontline leader for the Enterprise Service Center agent team, providing real-time support, coaching, and performance oversight and partnering with the Director of Administration and Shared Services on strategic initiatives for continuous improvement. Acting as a critical bridge between agents and leadership ensuring consistent call quality, process adherence, and team morale. The ESC manager is a data-driven leader and an active, hands-on presence who drives daily performance and supports agent development., Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Manage a team of Employee Support Center (ESC) agents * Aligns escalation handling with volume for successful time zone handoffs * Manage staffing schedules, coverage models, and readiness for peak volume periods * Deliver exceptional customer service and support by providing timely, accurate, and empathetic assistance to clients and their worksite employees across a range of topics. * Serve as first-line support for ESC agents on call handling, escalations, and process questions * Create dashboards and reporting to effectively monitor daily call center metrics and flag performance concerns or trends * Analyze data to identify areas of opportunity and propose solutions * Conduct side-by-side coaching and provide real-time feedback to team members * Support quality assurance review and agent development, ensuring consistency in agent adherence to call language guides and processes * Act as escalation point for complex or sensitive issues, ensuring timely resolutions * Lead the weekly huddle to discuss updates, metrics, volume, and provide support where needed * Partner with internal departments including Implementation and Product to support improved processes and procedures for client onboarding * Actively contribute to and maintain the team's internal knowledge base by sharing insights, feedback, and solutions to develop, improve, and maintain internal documentation and processes * Deliver reports, recommendations, and analysis to Director and other leaders in support of strategic initiatives and projects * Partner with leadership to ensure alignment cross-functionally and eliminate process gaps * Assist with enterprise-wide projects and cross-functional initiatives as needed ## Related Videos - [Why Your Next Best Talent Might Not Be in Your Neighborhood](https://www.wearedevelopers.com/videos/1861-why-your-next-best-talent-might-not-be-in-your-neighborhood) - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [PySpark - Combining Machine Learning & Big Data](https://www.wearedevelopers.com/videos/44-pyspark-combining-machine-learning-big-data) - [Data Science on Software Data](https://www.wearedevelopers.com/videos/162-data-science-on-software-data) - [How Data is Shaping our Games](https://www.wearedevelopers.com/videos/176-how-data-is-shaping-our-games) - [Beyond the 9–5: Designing Work Around Humans](https://www.wearedevelopers.com/videos/1321-beyond-the-9-5-designing-work-around-humans) ## Related Articles - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Spanish Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/353-spanish-business-culture-and-etiquette) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [Remote, Hybrid, or In-Office: What’s Really Best for Developers?](https://www.wearedevelopers.com/magazine/638-remote-hybrid-or-in-office-what-s-really-best-for-developers)