Team Manager (EN 49077D)

Team Manager (EN 49077D)

Enshored Inc.
2-5 years
Not Specified

Job Description

Essential Duties and Responsibilities
  • Manage and direct the daily activities of the Team Leaders and FTE's, including creative resource planning and implementing call center strategies and operations.
  • Provide operational guidance. Train, coach, monitor, recognize, support, and promote discipline in any given situation.
  • Provide meaningful career and professional development for assigned experts, in partnership with leadership development staff.
  • Provide a career path for advisors up for promotion or those who like to level up through an effective and comprehensive training plan.
  • Carry out needs, assessments, and performance reviews to officers.
  • Setting and meeting performance targets for efficiency and quality.
  • Ensure that the Service Delivery processes and team are meeting Enshored and client-specific KPI targets.
  • Practice and ensure compliance with all policies and procedures of the company.
  • Coordinate and cooperate and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience.
  • Coordinate with Recruitment, IT and liaise with HR team

  • Requirements
  • High level of initiative, accountability, and self-motivation
  • Strong customer service orientation
  • The ability to build a productive and highly engaged work environment
  • Maintain calmness and composed under tight pressure and provocations
  • Ability to work independently and take responsibility for seeing things through to completion
  • Attention to detail
  • Open to feedback and criticism
  • Bachelor's/College degree
  • 2-5 years of experience working as a Team Manager in a BPO setting
  • Strong leadership, people management, administrative, and numeracy skills
  • Strong written and verbal English communication skills
  • Proven experience in developing and maintaining relationships with key internal and external
  • Team facilitation and training skills.
  • Commitment to delivering to the highest quality first time
  • Proven ability to work to deadlines and under pressure with a positive attitude
  • Above Average communication skills in English
  • Job Details

    About Enshored Inc

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