Team Manager (Technical Account)

Job description:

Summary: Manage operational activities for assigned client program(s) within company and client guidelines and policies.

Manage, motivate, and develop front line supervisory staff responsible for the day-to-day performance of teams of call center agents who provide services on behalf of the company’s clients.

Ensure both the client Key Performance Indicators (KPIs) and company performance expectations are met and continuously improved upon.

Essential Duties & Responsibilities

• Manage Team Managers to ensure program(s) productivity, quality and customer satisfaction/client performance objectives are met and performed in an efficient manner.
• Communicate client and company goals and metrics with team members to deliver high level of customer service.
• Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techni...