Team Manager - All Locations

About this role

Overview
The Team Manager is responsible for managing, motivating and coordinating the activities of the account, to reach the objectives and service levels defined by the account. Ensuring that calls are handled professionally. This is an open position for all locations.
Responsibilities
DUTIES AND RESPONSIBILITIES:

Provides direction and guidance to guarantee consistent achievement of key performance metrics

Achieves, measures, reports and communicates metric goal attainment for assigned team

Ensures accurate and timely communication of client and campaign issues to Manager Site Operations

Consistently achieves goals for number of call monitoring per week and scores for assigned team of technical support agents

Coaches, mentors and develops agent team for skills expansion and promotional opportunities

Monitors, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques

Maintains current employee records on direct reports

Provides Subject Matter Expertise

Ensures training needs of subordinates are met

Modifies operations as needed to meet service level agreements under supervision of Operations Manager

Resolves escalated customer issues

Holds team meetings on a regular basis with direct reports

Qualifications
Knowledge

Up to date management skills and understanding of employee motivation

Understanding of key performance indicators including the working knowledge to drive appropriate behavior

Skills

Good oral and verbal communication skills

Good leadership, coaching and interpersonal skills

Good analytical skills

Good problem solving skills

Team Player

Abilities

Excellent ability to coach and performance manage agents

Ability to show eagerness to take in calls and role model behaviors that their agents can follow

Ability to respond positively to changing environment

Ability to motivate and encourage agents

Ability to maintain and practice high standards of customer service

Ability to work independently and in a team

Ability to work under pressure

Experience:

At least 1 year experience in the related field

At least 1 year experience as an Supervisor

Originally posted on Himalayas