Team Manager – International Accounts

About the role

We are seeking an experienced Team Manager to lead multiple international account teams within a BPO environment. The role involves overseeing daily operations, ensuring performance targets are met, and adapting to varied client requirements.

Key responsibilities

• Oversee daily operations and ensure teams meet or exceed performance, quality, and productivity targets.
• Manage multiple programs/accounts, adapting to different processes and client priorities.
• Monitor KPIs, create action plans, and handle escalations to resolve operational concerns.
• Conduct coaching, performance reviews, and team huddles to drive engagement and development.
• Collaborate with Operations, Quality, Training, Workforce, Talent Acquisition, and other support teams.

Required profile

• At least 2 years as a Team Manager or 4 years as a supervisor in a BPO environment.
• Proven experience handling multiple international accounts or campaigns.
• Strong knowledge of BPO operations, KPIs, performance management, and workforce practices.
• Excellent leadership, communication, coaching, and problem‑solving skills.
• Willingness to work shifting schedules, weekends, and holidays as required.

Required skills

• Ability to troubleshoot agent and team performance on contact‑center metrics such as service level, ASA, AHT, Hold Time, FCR, QA, Escalation Rate, and Absenteeism.
• Focus on customer satisfaction and retention to achieve client satisfaction.