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 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

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
Must have at least 6 months of outbound experience in BPO
Amenable to work in Davao-Felcris site

Team Manager | Outbound Program | Pooling | Davao-Felcris