Team Manager – Call Center Operations

About the role

The Team Manager leads a group of technical support agents in a call centre environment, ensuring that customer calls are handled professionally and that service level targets are met. This role combines people management, performance monitoring and problem‑solving to drive consistent results.

Key responsibilities

• Provide direction and guidance to achieve key performance metrics for the team.
• Measure, report and communicate metric goal attainment.
• Ensure timely communication of client and campaign issues to Operations Management.
• Conduct weekly call monitoring and evaluate scores for technical support agents.
• 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 as needed to meet service level agreements under supervision.
• Resolve escalated customer issues and hold regular team meetings.

Required profile

• Up‑to‑date management knowledge and understanding of employee motivation.
• Familiarity with key performance indicators and ability to drive appropriate behavior.
• At least 1 year of relevant experience and 1 year of supervisory experience.
• Strong oral and written communication, analytical and problem‑solving abilities.
• Ability to work independently, under pressure and adapt to a changing environment.

Required skills