Team Manager

About the role

The Team Manager leads a group of technical support agents in a call‑center environment, ensuring that customer calls are handled professionally and that service level targets are met. You will motivate, coach and coordinate the team to achieve key performance metrics while maintaining high standards of customer service.

Key responsibilities

• Provide direction and guidance to consistently achieve 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 Management.
• Conduct weekly call monitoring and evaluate agent scores.
• Coach, mentor and develop agents for skill expansion and promotion.
• Identify and resolve performance, behavior or attendance issues using established management techniques.
• Maintain accurate employee records for direct reports.
• Serve as subject‑matter expert and ensure training needs are met.
• Resolve escalated customer issues and hold regular team meetings.

Required profile

• Minimum 1 year of experience in a related field and 1 year as a supervisor.
• Strong oral and written communication abilities.
• Proven leadership, coaching and interpersonal skills.
• Analytical mindset with solid problem‑solving capabilities.
• Ability to work independently, under pressure and adapt to changing environments.
• Team‑player attitude with a focus on high‑quality customer service.

Required skills