Team Manager – Customer Service Call Center

About the role

The Team Manager leads a group of Customer Service Agents in an inbound call‑center environment, ensuring high‑quality service and operational efficiency. This role involves coaching, performance management, and daily supervision of a non‑exempt workforce.

Key responsibilities

• Assign work, monitor attendance, and review daily productivity statistics, providing constructive feedback.
• Conduct performance appraisals, maintain accurate documentation, and address personnel and payroll issues.
• Deliver regular team meetings, communicate process and client changes, and resolve escalated customer issues.
• Administer recognition and rewards programs and ensure training needs of subordinates are met.

Required profile

• Strong leadership with the ability to coach, motivate, and develop staff toward goal achievement.
• Excellent problem‑solving, judgment, and innovation skills for decision‑making.
• Proven ability to analyze and improve work processes and policies.
• Professional demeanor with strong written and oral communication skills, able to work well under pressure.

Required skills

• Advanced user‑level knowledge of computer operating systems.
• Proficiency with Microsoft Word and Excel.