Job Description
The Team Manager is expected to oversee, direct and have responsibility for a number of leads and will have overall responsibility for maximizing team performance across a market. Team managers should know about team strategies, working with remote teams, using technology, workplace diversity, management styles, mediation, macro, and micro-management.
Qualifications:
Education
- Bachelors/Master's Degree (any field).
Experience
- Minimum 8 years which includes a minimum of 2-4 years of team handling (50+ FTEs) experience
Skills & Competencies
Management Skills:
- Supervise and drive performance of the team to ensure each team members are regularly meeting/exceeding their performance targets
- Monitor, identify and resolve performance or behavior performance using prescribed management techniques
- Develop team members through coaching and mentoring to secure top performance
- Comfort communicating with all levels of management, especially during calibration sessions both internally and externally
- Passion for management review of quality issues to include training, customer service, communication, workflow, reporting, SLAs, coaching, appraisal, etc.
Soft Skills:
- Able to adapt quickly to changes in workflows
- Excellent written, verbal and customer service skills
- Excellent organizational skills and detail-oriented approach to problem solving
- Demonstrated proficiency in multitasking and prioritization
- Excellent computer skills
- Project management experience to include an understanding of business process improvement methods
- Understanding of departmental policies and procedures
Other Requirements:
- Flexible to work rotating shifts
- Candidate should be comfortable to work in 24*7 shifts with rotational weekly offs and shifts
- Ability to manage critical situations with minimum supervision
- Reviewing working practices and processes and implementing improvements in order to improve productivity, service levels and user experience
- Driving team motivation to exceed targets
- Pod lead coaching and development
- Handling or raising escalations as appropriate with Google Management team
- Liaising with global teams and management as appropriate
- Why Join Us
- Competitive Salary & Benefits Earn well while enjoying great perks
- Career Growth Clear paths for promotions and skill development
- Supportive Work Environment Join a team that values you
- Comprehensive Training No experience No problem! We've got you covered
- Exciting Opportunities Be part of a dynamic and growing industry
Ready to take the next step Apply today!
