Team Manager

About the role

The Team Manager will lead a group of technical support agents, ensuring that calls are handled professionally and that performance targets are consistently met. This position is open to candidates in any location and focuses on driving team productivity, quality, and customer satisfaction.

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, conduct weekly call monitoring, and maintain scoring standards.
• 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.
• Offer 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.
• At least 1 year of supervisory experience.
• Current 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 under pressure, independently and collaboratively.

Required skills

What we offer

• Opportunity to lead a dynamic support team across multiple locations.
• Professional development and promotion pathways.
• Collaborative work environment focused on high customer‑service standards.