Team Manager – Call Center Operations

About the role

The Team Manager will lead a group of technical support agents in a call centre environment, ensuring service levels and performance targets are met while delivering professional customer interactions.

Key responsibilities

• Provide direction and guidance to achieve key performance metrics and service level agreements.
• Measure, report and communicate metric 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 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 as needed under supervision of the Operations Manager.
• Resolve escalated customer issues and hold regular team meetings.

Required profile

• Minimum 1 year experience in a related field and at least 1 year experience as a supervisor.
• Strong oral and written communication abilities.
• Proven leadership, coaching and interpersonal skills.
• Analytical and problem‑solving mindset.
• Ability to work independently, under pressure and as part of a team.

Required skills

• Good oral and verbal communication.
• Leadership and coaching capabilities.
• Analytical and problem‑solving skills.
• Team‑player attitude.