Team Manager – Healthcare Call Center

About the role

The Team Manager will lead a group of technical support agents in a healthcare call centre, ensuring that calls are handled professionally and service level targets are met. This role combines people management, performance monitoring and problem‑solving to maintain high‑quality customer service.

Key responsibilities

• Provide direction and guidance to achieve key performance metrics.
• Measure, report and communicate metric 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 established management techniques.
• Maintain accurate employee records for direct reports.
• Act 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

• Up‑to‑date management skills with a solid understanding of employee motivation.
• Knowledge of key performance indicators and ability to drive appropriate behaviours.
• At least 1 year of relevant experience and 1 year as a supervisor.
• Strong oral and written communication abilities.
• Excellent leadership, coaching and interpersonal skills.
• Analytical, problem‑solving and team‑player mindset.
• Ability to work independently, under pressure and adapt to changing environments.

Required skills

What we offer

• Opportunity to lead a dynamic team in a fast‑growing healthcare support environment.
• Professional development and coaching opportunities.
• Collaborative workplace focused on high standards of customer service.