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/chat are handled professionally.
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
