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
