Team Manager

About the role

The Team Manager will lead and motivate a technical support team to meet defined service levels and performance metrics. This role ensures professional call handling and acts as the primary point of escalation for customer issues.

Key responsibilities

• Provide direction and guidance to consistently achieve key performance metrics.
• Measure, report and communicate metric goal attainment for the assigned team.
• Communicate client and campaign issues promptly to the Site Operations Manager.
• Achieve weekly call monitoring targets and maintain high monitoring scores.
• Coach, mentor and develop agents for skill expansion and promotion.
• Identify and resolve performance, behavior, or attendance issues using performance management techniques.
• Maintain accurate employee records for direct reports.
• Serve as Subject Matter Expert and ensure training needs are met.
• Adjust operations under the supervision of the Operations Manager 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.
• Up‑to‑date management skills and understanding of employee motivation.
• Knowledge of key performance indicators and ability to drive appropriate behavior.

Required skills

• Strong oral and verbal communication.
• Effective leadership, coaching and interpersonal abilities.
• Good analytical, problem‑solving and performance‑management skills.
• Ability to work independently, under pressure and as part of a team.