Team Manager – Telecom & Sales

About the role

We are looking for a proactive Team Manager to lead a group of 18‑20 associates in a telecom and sales call‑center environment. The role focuses on improving customer experience metrics, driving team engagement, and acting as a liaison between the team and the client.

Key responsibilities

• Monitor and improve team performance on Resolution and CSAT metrics through call listening, behavioral coaching and action plans.
• Conduct weekly deliverables such as coaching compliance, root‑cause analyses, audits and attendance insights.
• Present team performance to clients and provide ideas for product, process or policy improvements.
• Address attendance and attrition by building relationships, holding accountability discussions and partnering on stay interviews.
• Organise and participate in employee engagement activities to boost morale.

Required profile

• 2‑3 years experience as a Team Supervisor/Manager overseeing 18‑20 associates.
• Background in a tech, telecom or sales customer‑service environment, with sales revenue per call as a key KPI.
• Proven leadership, strong verbal and written communication, and customer‑oriented mindset.
• Ability to manage multiple schedules, meetings and initiatives efficiently.
• Knowledge of performance metrics, thresholds and targets.

Required skills