Team Manager – Cyberpark

About the role

The Team Manager will lead a group of technical support agents within the Cyberpark call centre, ensuring professional handling of customer calls and achievement of performance targets. This role combines people management, coaching, and operational oversight to maintain high service standards.

Key responsibilities

• Provide direction and guidance to consistently meet key performance metrics.
• Measure, report and communicate metric goal attainment for the assigned team.
• Communicate client and campaign issues promptly to Site Operations Management.
• Achieve weekly call‑monitoring targets and maintain quality scores for the team.
• Coach, mentor and develop agents for skill expansion and promotion opportunities.
• Identify and resolve performance, behavior, or attendance issues using established management techniques.
• Maintain accurate employee records for direct reports.
• Offer subject‑matter expertise 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

• Minimum 1 year experience in a related field.
• Minimum 1 year experience in a supervisory or team‑lead role.
• Strong oral and written communication abilities.
• Proven leadership, coaching and interpersonal skills.
• Ability to work independently, under pressure and as part of a team.

Required skills