Team Manager – Call Center Operations

About the role

The Team Manager will lead a group of technical support agents in a call centre environment, ensuring that service levels and performance targets are consistently met. This role involves coaching, monitoring, and resolving escalated customer issues while maintaining high standards of customer service.

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 technical support 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.
• Serve as Subject Matter Expert 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

• Minimum 1 year experience in a related field.
• Minimum 1 year experience as a supervisor or team lead.
• Strong oral and verbal communication abilities.
• Proven leadership, coaching and interpersonal skills.
• Analytical and problem‑solving capabilities.
• Ability to work independently, under pressure and adapt to changing environments.

Required skills

• None specified