Team Manager – Call Center Operations

About the role

The Team Manager leads a group of technical support agents within a call centre, ensuring that customer calls are handled professionally and that service level targets are met. This role combines people management, performance monitoring and problem‑solving to maintain high‑quality service for assigned accounts.

Key responsibilities

• Provide direction and guidance to achieve key performance metrics.
• Measure, report and communicate metric goal attainment for the team.
• Ensure timely communication of client and campaign issues to Site Operations Manager.
• Conduct weekly call monitoring and maintain quality scores for the team.
• 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.
• Hold regular team meetings with direct reports.

Required profile

• Minimum 1 year experience in a related field.
• Minimum 1 year experience supervising a team.
• Ability to work as a seasonal employee.
• Strong oral and written communication abilities.
• Demonstrated leadership, coaching and interpersonal skills.
• Analytical and problem‑solving capabilities.
• Ability to work independently, under pressure and as part of a team.

Required skills