Team Manager

About the role

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

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 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.
• Deliver subject‑matter expertise 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

• At least 1 year of experience in a related field.
• At least 1 year of supervisory experience.
• Strong oral and written communication abilities.
• Proven 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