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.

DUTIES AND RESPONSIBILITIES:

Provides direction and guidance to guarantee consistent achievement of key performance metric
sAchieves, measures, reports and communicates metric goal attainment for assigned tea
mEnsures accurate and timely communication of client and campaign issues to Manager Site Operation
sConsistently achieves goals for number of call monitoring per week and scores for assigned team of technical support agent
sCoaches, mentors and develops agent team for skills expansion and promotional opportunitie
sMonitors, identify and resolve performance/behavior/attendance issues using prescribed performance management technique
sMaintains current employee records on direct report
sProvides Subject Matter Expertis
eEnsures training needs of subordinates are me
tModifies operations as needed to meet service level agreements under supervision of Operations Manage
rResolves escalated customer issue
sHolds team meetings on a regular basis with direct report

s
Knowled

geUp to date management skills and understanding of employee motivati
onUnderstanding of key performance indicators including the working knowledge to drive appropriate behavi

orSkil

lsGood oral and verbal communication skil
lsGood leadership, coaching and interpersonal skil
lsGood analytical skil
lsGood problem solving skil
lsTeam Play

erAbiliti

esExcellent ability to coach and performance manage agen
tsAbility to show eagerness to take in calls and role model behaviors that their agents can foll
owAbility to respond positively to changing environme
ntAbility to motivate and encourage agen
tsAbility to maintain and practice high standards of customer servi
ceAbility to work independently and in a te
amAbility to work under pressu

reExperienc

e:At least 1 year experience in the related fie
ldAt least 1 year experience as an Supervis

or

Team Manager - Luxury Retail