Team Manager (Call Center)

About the role

The Team Manager will lead a group of technical support agents in a call‑center environment, ensuring that service levels and performance targets are consistently met. You will motivate, coach, and coordinate daily activities to deliver professional customer interactions.

Key responsibilities

• Provide direction and guidance to achieve key performance metrics.
• Measure, report and communicate metric goal attainment for the team.
• Communicate client and campaign issues promptly to Site Operations Manager.
• Monitor call quality, achieve weekly monitoring targets and maintain high scores.
• Coach, mentor and develop agents for skill growth and promotion.
• Identify and resolve performance, behavior, or attendance issues using performance‑management techniques.
• Maintain accurate employee records for direct reports.
• Provide 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

• Current management skills with a solid 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