Team Manager
Job Summary
We are looking for an experienced Team Manager to lead and manage teams supporting multiple international accounts and campaigns. The ideal candidate has strong BPO operations experience, excellent people-management skills, and a proven ability to adapt to different client requirements, processes, and business needs.
You will be responsible for managing the performance of the handled campaigns, the call center representatives/agents, and TEAM LEADER s in operations focused on developing, tracking, monitoring, coaching, analyzing and providing feedback on performance.
Key Responsibilities
- Oversee daily operations and ensure teams consistently meet or exceed performance, quality, and productivity targets.
- Manage multiple programs/accounts and effectively adapt to different processes, client requirements, and operational priorities.
- Monitor key performance indicators (KPIs) and create action plans to address performance gaps.
- Conduct regular coaching, performance reviews, and team huddles to drive employee engagement and development.
- Work closely with Operations, Quality, Training, Workforce, Talent Acquisition, and other support teams to resolve operational concerns.
- Identify process improvements and recommend solutions to improve efficiency, customer experience, and overall account performance.
- Handle escalations and provide timely resolutions to operational and employee concerns.
- Prepare and present performance reports and updates as needed.
Qualifications
- At least 2 years of experience as a Team Manager or as a supervisor for 4 years in a BPO environment.
- Proven experience handling multiple accounts/campaigns, preferably supporting international clients.
- Strong knowledge of BPO operations, KPIs, performance management, and workforce practices.
- Excellent leadership, communication, coaching, and problem-solving skills.
- Ability to troubleshoot agent and team level performance on contact center metrics like service level, ASA, AHT, Hold Time, FCR, QA, Escalation Rate, Absenteeism and other end user impacting metrics with a focus on Customer Satisfaction and Retention to achieve client satisfaction.
- Willing to work on shifting schedules, weekends, and holidays as required.
Preferred Skills
- Experience handling multiple international accounts or lines of business.
- Experience in managing large teams or multiple teams.
- Strong client-facing and stakeholder-management skills.
- Experience in process improvement and performance recovery initiatives.