Team Manager

About the role

The Team Manager leads a group of technical support agents, ensuring that calls are handled professionally and that service level targets are met. This role combines people‑management, performance monitoring, and client communication to drive consistent results.

Key responsibilities

• Provide direction and guidance to achieve key performance metrics.
• Measure, report and communicate metric goal attainment for the assigned team.
• Communicate client and campaign issues promptly to Site Operations management.
• Monitor call quality, achieve weekly call‑monitoring targets, and maintain high scores.
• Coach, mentor and develop agents for skill growth and promotion.
• Identify and resolve performance, behavior, or attendance issues using performance‑management techniques.
• Maintain accurate employee records for direct reports.
• Deliver subject‑matter expertise and ensure training needs are met.
• Adjust operations under the Operations Manager’s 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 and 1 year as a supervisor.
• Up‑to‑date management skills with a solid understanding of employee motivation.
• Knowledge of key performance indicators and ability to drive appropriate behaviours.
• Experience with retail campaigns is a plus, though not mandatory.

Required skills