Team Manager

About the role

The Team Manager leads a group of technical support agents within a call‑center environment, ensuring that service levels and performance targets are consistently met. This role combines people management, performance monitoring, and client issue resolution to drive a high‑quality customer experience.

Key responsibilities

• Provide direction and guidance to achieve key performance metrics for the assigned team.
• Measure, report, and communicate metric goal attainment.
• Communicate client and campaign issues promptly to Site Operations Management.
• Conduct weekly call monitoring and evaluate scores for technical support agents.
• Coach, mentor, and develop agents for skill expansion and promotion.
• Identify and resolve performance, behavior, or attendance issues using performance‑management techniques.
• Maintain accurate employee records for direct reports.
• Serve as Subject Matter Expert and ensure training needs are met.
• Adjust operations under supervision to meet service‑level agreements.
• Resolve escalated customer issues and hold regular team meetings.

Required profile

• At least 1 year of experience in a related field.
• Minimum 1 year of supervisory experience.
• Up‑to‑date management skills and understanding of employee motivation.
• Ability to work independently, under pressure, and as part of a team.

Required skills