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...