Team Manager – Shaw
ibex · Autorité palestinienne
وصف الوظيفة
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
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ibex
Autorité palestinienne
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