Team Manager

About the role

The Team Manager is responsible for managing, motivating and coordinating the activities of the account to reach defined objectives and service levels, while ensuring calls are handled professionally.

Key responsibilities

• Provides direction and guidance to guarantee consistent achievement of key performance metrics.
• Achieves, measures, reports and communicates metric goal attainment for the assigned team.
• Ensures accurate and timely communication of client and campaign issues to the Manager Site Operations.
• Consistently achieves goals for call monitoring frequency and quality scores for technical support agents.
• Coaches, mentors and develops the agent team for skill expansion and promotional opportunities.
• Monitors, identifies and resolves performance, behavior and attendance issues using prescribed performance management techniques.
• Maintains current employee records for direct reports.
• Provides subject‑matter expertise and ensures training needs of subordinates are met.
• Resolves escalated customer issues and holds regular team meetings with direct reports.

Required profile

• Up‑to‑date management skills and understanding of employee motivation.
• Understanding of key performance indicators and ability to drive appropriate behavior.
• At least 1 year experience in the related field.
• At least 1 year experience as a supervisor.