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Description

The Performance Manager is responsible for driving continuous improvement across Concierge performance through insights, enablement, and frontline feedback. This role ensures agents and managers are equipped with the right training, tools, and readiness assets while tracking performance outcomes and identifying gaps in real time. By serving as both a performance strategist and the “eyes and ears on the ground,” the Performance Manager connects data, agent experience, and leadership priorities to deliver measurable performance lift. Key Responsibilities Performance Insights & Reporting Track and analyze performance trends to identify strengths, gaps, and opportunities. Conduct root cause analysis to uncover drivers of success and failure. Own performance reporting and readouts, clearly articulating the “why” behind results. Enablement & Training Partner with Learning teams to define onboarding, readiness, and upskilling strategies. Determine enablement assets and training needed to close performance gaps. Support and deliver targeted training sessions when needed. Change Management & Readiness Own communication and readiness plans for managers and agents. Ensure new processes, tools, or messaging are effectively adopted and measured. Frontline Connection Serve as the eyes and ears on the ground — listening to agents, surfacing pain points, and ensuring quick action with managers. Identify in-the-moment performance blockers and partner with leadership to resolve issues. Ensure frontline feedback loops directly inform enablement, training, and process adjustments. Cross-Functional Partnership Work with BPO partners, Analytics, CS, Academy, QA, Product, and Expert Network teams to align training and performance outcomes. Ensure performance improvement strategies are connected to service standards and customer experience goals.

Additional Skills & Qualifications

Qualifications 5 years experience in sales and service operations Proven experience in performance management, enablement , or contact center operations. Expert in data analytics with the ability to define and translate data into clear narratives and action plans. Experience designing or influencing training and readiness programs and trac. Strong communication and facilitation skills with ability to influence across teams and levels. A bias toward action and problem-solving; comfortable addressing frontline issues in real time.

Experience:

• Sales experience

• Program management

o Experience leading teams

o Working with cross functional teams

o Making decisions

• Change management

• Tools

o Reporting experience

o Salesforce, Tableau, QuickBase - all okay, experience is plus but willing to teach

• Salesforce

• Will be leveraging info from salesforce - primary tool used

• Sales & service experience is a plus

Looking for more permanent folks since they are looking to evolve the team

Needing a high level of expertise

Experience Level

Intermediate Level

Pay and Benefits

The pay range for this position is $67.47 - $67.47/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Mountain View,CA.

Application Deadline

This position is anticipated to close on Oct 20, 2025.

h4>About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.