Team Manager

About the role

The Team Manager will lead a group of technical support agents in a call‑center environment, ensuring that service level agreements are met and that customer interactions are handled professionally. This role combines people management, performance monitoring and problem‑solving to drive consistent results.

Key responsibilities

• Provide direction and guidance to achieve key performance metrics and service level targets.
• Track, measure and report metric goal attainment for the assigned team.
• Communicate client and campaign issues promptly to Site Operations Manager.
• Conduct weekly call monitoring and evaluate scores for technical support agents.
• Coach, mentor and develop agents for skill expansion and promotion.
• Identify and resolve performance, behavior or attendance issues using established performance‑management techniques.
• Maintain accurate employee records for direct reports.
• Serve as subject‑matter expert and ensure training needs are met.
• Adjust operations under supervision to meet SLA requirements.
• Resolve escalated customer issues and hold regular team meetings.

Required profile

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

Required skills

• Leadership and team‑management skills.
• Performance‑monitoring and reporting.
• Customer‑service orientation.
• Ability to motivate and develop staff.