Job Description
Overview
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.
Responsibilities
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 techni...