Team Manager

Job description:
Key Responsibilities
Monitor and drive key metrics (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).
Conduct regular 1-on-1 coaching sessions and side-by-sides to improve agent technical skills and communication.
Act as the first point of contact for complex technical issues that agents cannot resolve on their own.
Oversee floor activity and queue levels to ensure service level agreements (SLAs) are met.
Analyze team data to identify trends, pain points, and areas for process improvement.
Qualifications
At least 1–2 years of experience as a Team Leader in a BPO setting, preferably handling a technical account.
Strong understanding of troubleshooting (e.g., hardware, software, networking, or OS) depending on the account's specific needs.
Excellent verbal and written English communication skills; ability to explain complex technical concepts simply.
Proven ability to motivate a team, ...