Team Manager

About the role

The Team Manager will lead a group of technical support agents in a call‑center environment, ensuring service levels and performance targets are consistently met. This role combines people management, operational oversight, and direct customer issue resolution.

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 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.
• 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

• Up‑to‑date management skills with a solid understanding of employee motivation.
• Knowledge of key performance indicators and ability to drive appropriate behaviours.
• At least 1 year of experience in a related field and 1 year as a supervisor.
• Strong oral and written communication, analytical, and problem‑solving abilities.

Required skills