Team Manager

About the role

The Team Manager leads a group of technical support agents in a call centre environment, ensuring that service levels and performance targets are consistently met. This role combines people management, operational oversight, and direct customer issue resolution to drive team success.

Key responsibilities

• Provide direction and guidance to achieve key performance metrics.
• Measure, report, and communicate metric attainment for the assigned team.
• Ensure timely communication of client and campaign issues to Operations Management.
• Monitor call quality, conduct weekly call monitoring, and maintain scoring standards.
• Coach, mentor, and develop agents for skill growth 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 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 and 1 year as a supervisor.
• Current management knowledge and understanding of employee motivation.
• Familiarity with key performance indicators and ability to drive appropriate behaviours.
• Strong oral and written communication, leadership, analytical, and problem‑solving abilities.
• Team‑player mindset with the capacity to work independently, under pressure, and adapt to changing environments.

Required skills