Team Manager – Shaw

About the role

We are seeking a proactive Team Manager to lead a group of technical support agents in a call‑center environment. The role focuses on motivating the team, ensuring professional call handling, and meeting defined service‑level objectives.

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 the Site Operations Manager.
• Monitor call quality weekly and achieve target scores for technical support agents.
• 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.
• Deliver subject‑matter expertise and ensure training needs are met.
• Adjust operations to meet service‑level agreements under supervision.
• Resolve escalated customer issues and hold regular team meetings.

Required profile

• Minimum 1 year experience in a related field.
• Minimum 1 year experience as a supervisor.
• Strong leadership, coaching and interpersonal abilities.
• Excellent communication, analytical and problem‑solving skills.
• Ability to manage performance, attendance and behavior issues.
• Capacity to work under pressure and adapt to a changing environment.

Required skills