Team Manager – Call Center Operations

About the role

The Team Manager will lead a group of technical support agents handling a healthcare account, ensuring calls are handled professionally and service level agreements are consistently met.

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 management.
• Monitor call quality, conduct weekly call monitoring and score assessments.
• 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.
• Act as Subject Matter Expert 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

• Current management skills with a solid understanding of employee motivation.
• Knowledge of key performance indicators and ability to drive appropriate behavior.
• Excellent oral and written communication.
• Strong leadership, coaching and interpersonal abilities.
• Analytical, problem‑solving and team‑player mindset.
• Ability to work independently, under pressure and adapt to changing environments.
• At least 1 year of supervisory experience handling a healthcare account in a call‑center setting.

Required skills