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. The role combines people management, performance monitoring, and operational coordination.

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.
• Achieve weekly call‑monitoring targets and maintain quality scores.
• Coach, mentor and develop agents for skill expansion and promotion.
• Identify and resolve performance, behavior, or attendance issues using prescribed 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

• Up‑to‑date management skills and understanding of employee motivation.
• Knowledge of key performance indicators and ability to drive appropriate behavior.
• Strong oral and written communication, leadership, coaching and interpersonal abilities.
• Analytical, problem‑solving and team‑player mindset.
• Ability to work independently, under pressure and adapt to changing environments.
• At least 1 year of relevant experience and 1 year as a supervisor.

Required skills