Team Manager

Key Responsibilities

Performance & KPI Management

• Own and drive team-level KPIs and KRAs, including CSAT, SLA adherence, abandonment rate, answered calls, and average speed of answer (ASA).
• Conduct daily huddles, weekly performance reviews, and monthly business reviews to track progress and address gaps.
• Implement double-layer auditing and SME/TL case checks to ensure quality consistency across all interactions.
• Analyze performance data to identify root causes and implement corrective action plans.

WIP & Backlog Management (Non-Voice)

• Manage Work-In-Progress (WIP) for email/mail processes to prevent backlog accumulation and ensure timely resolution.
• Track aging tickets, prioritize urgent escalations, and maintain SLA compliance for all non-voice channels.
• Forecast volume trends and adjust staffing or cross-skilling plans proactively to manage peaks and reduce backlog.

Team Leadership & Development

• Lead, coach, and mentor a team of agents and senior agents across voice and non-voice streams.
• Conduct regular 1:1 coaching sessions, performance feedback, and individual development planning.
• Drive accountability and ownership within the team; encourage proactive escalation of risks and support needs.
• Identify training gaps and collaborate with QA/Training teams to deliver targeted upskilling.
• Manage attendance, scheduling, and workforce adherence in coordination with WFM.
• Perform daily audits and deliver actionable coaching to maintain alignment with quality benchmarks and CSAT targets.

Operational Excellence & Stakeholder Management

• Serve as the primary escalation point for complex customer issues and internal stakeholders.
• Prepare and present daily end-of-day reports, weekly quality updates, and action plans to leadership.
• Collaborate with cross-functional teams (QA, Training, WFM, Tech) to improve processes and reduce repeat contacts.
• Support AI/bot integration and future automation initiatives to enhance efficiency and scalability.

Required Qualifications & Experience

• Minimum 3 years of team-leading experience in a contact center environment, managing both voice and non-voice processes.
• Proven track record in KPI/KRA management, SLA governance, and performance turnaround.
• Strong experience in WIP and backlog management for email/mail operations.
• Excellent verbal and written communication skills; ability to draft professional stakeholder updates and action plans.
• Proficiency in contact center tools (CRM, ticketing systems, WFM, QA platforms).
• Strong analytical skills with the ability to interpret data and drive actionable insights.
• Certification in Contact Center Management, Six Sigma, or Lean methodologies.

Core Competencies

• Leadership & Accountability: Takes ownership of outcomes; leads by example and drives team performance.
• Customer-Centric Mindset: Balances operational efficiency with exceptional customer experience.
• Data-Driven Decision Making: Uses metrics to identify root causes and validate improvements.
• Adaptability: Thrives in dynamic, high-volume environments with shifting priorities.
• Stakeholder Communication: Articulate, concise, and professional in all interactions.