Team Manager – Technical Support

About the role

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. The role ensures that calls are handled professionally.

Key responsibilities

• Provide direction and guidance to achieve key performance metrics.
• Measure, report and communicate metric goal attainment for the assigned team.
• Communicate client and campaign issues promptly to Site Operations Manager.
• Monitor call quality and achieve weekly monitoring targets.
• Coach, mentor and develop agents for skill expansion and promotions.
• Identify and resolve performance, behavior or attendance issues using performance management techniques.
• Maintain accurate employee records for direct reports.
• Resolve escalated customer issues and hold regular team meetings.

Required profile

• Up‑to‑date management skills and understanding of employee motivation.
• Knowledge of key performance indicators and ability to drive appropriate behavior.
• Minimum 1 year experience in a related field.
• At least 1 year of technical support supervisory experience in a BPO setting.
• Willingness to work onsite at the Cyberpark location.
• Available to start as soon as possible.