Team Manager – Call Center Operations

About the role

The Team Manager will lead a group of technical support agents, ensuring that all customer calls are handled professionally and that service level agreements are met. You will be the primary point of contact for performance monitoring, coaching, and escalation handling.

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 Manager.
• 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 established management techniques.
• Maintain accurate employee records for direct reports.
• Deliver 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

• At least 1 year of experience in a related field.
• Minimum 1 year of supervisory experience.
• Strong oral and written communication abilities.
• Proven leadership, coaching, and interpersonal skills.
• Analytical mindset with solid problem‑solving capabilities.
• Ability to work independently, under pressure, and as part of a team.

Required skills