Team Manager – Call Center Operations

About the role

The Team Manager will lead a group of technical support agents in a call‑center environment, ensuring that service‑level agreements are met, performance targets are achieved, and customer issues are resolved professionally.

Key responsibilities

• Provide direction and guidance to consistently achieve key performance metrics.
• Measure, report and communicate metric goal attainment for the assigned team.
• Communicate client and campaign issues promptly to the Site Operations Manager.
• Monitor call quality, achieve weekly call‑monitoring goals and maintain high scores for the team.
• Coach, mentor and develop agents for skill expansion and promotional opportunities.
• Identify and resolve performance, behavior or attendance issues using established management techniques.
• Maintain accurate employee records for direct reports.
• Provide subject‑matter expertise and ensure training needs are met.
• Adjust operations as needed to meet service‑level agreements under supervision.
• Resolve escalated customer issues and hold regular team meetings.

Required profile

• Minimum 1 year experience in a related field and 1 year experience as a supervisor.
• Strong management skills with a solid understanding of employee motivation.
• Ability to analyse key performance indicators and drive appropriate behaviours.
• Excellent oral and written communication, leadership and interpersonal skills.
• Proven coaching and performance‑management capabilities.
• Strong analytical, problem‑solving and decision‑making abilities.
• Capacity to work independently, as part of a team and under pressure.

Required skills