Team Manager

Key Responsibilities

Operational Leadership & Delivery

• Monitor daily queue performance (inbound/outbound/chats/emails) to ensure achievement of service levels, TAT, ASA, abandon rates and other KPIs.
• Identify performance variances early and implement corrective actions in real time.
• Forecast demand and optimize staffing with WFM support to maintain SLA adherence.
• Handle and escalate complex customer issues and complaints that require second-line intervention. 

Team Leadership & Performance Management

• Lead, coach and develop a team of contact centre advisors to meet performance and quality expectations.
• Conduct daily huddles, 1-2-1 feedback reviews, side-by-side coaching, quality calibration and performance improvement plans.
• Support agent engagement activities, recognition programmes, and morale-boosting initiatives aligned to organisational culture. 

Quality & Comp...