Team Manager – Call Center

About the role

The Team Manager leads a group of technical support agents, ensuring that calls are handled professionally and that service level agreements are met. This role focuses on motivating the team, monitoring performance, and addressing client and campaign issues.

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 Manager.
• Conduct weekly call monitoring and evaluate scores for the team.
• 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 under supervision to meet service level agreements.
• 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 experience as a supervisor or team lead.
• Up‑to‑date management skills and understanding of employee motivation.
• Knowledge of key performance indicators and ability to drive appropriate behavior.

Required skills