Team Manager - Tech/Telco Call Center

About the role

The Team Manager manages, motivates and coordinates the activities of the account to reach the objectives and service levels defined by it, ensuring that calls are handled professionally. The role covers coaching the technical support agents, driving performance metrics and resolving escalated customer issues.

Key responsibilities

• Provide direction and guidance to ensure consistent achievement of key performance metrics, and measure, report and communicate goal attainment for the assigned team.
• Ensure client and campaign issues are communicated accurately and in time to the Site Operations Manager.
• Achieve weekly call monitoring targets and score goals for the team of technical support agents.
• Coach, mentor and develop agents for skills expansion and promotional opportunities.
• Monitor, identify and resolve performance, behaviour and attendance issues using prescribed performance management techniques, and maintain up-to-date employee records.
• Provide subject matter expertise, ensure training needs are met and modify operations to meet service level agreements under the Operations Manager's supervision.
• Resolve escalated customer issues and hold regular team meetings with direct reports.

Required profile

• At least 1 year of experience in the related field.
• At least 1 year of experience as a supervisor.

Required skills

• Knowledge of key performance indicators and employee motivation.
• Good oral and verbal communication, leadership, coaching and interpersonal skills.
• Analytical and problem-solving skills.
• Ability to coach and performance manage agents, work under pressure, and maintain high customer service standards.