Team Manager Operation

Summary: Responsible for the daily one-on-one supervision and management of all support professionals on assigned team, typically a minimum of 15 direct reports. Ensures service delivered to our customers meets needs and contractual obligations of our clients through the management of operational activity of the team. Under the direction of the Service Delivery Manager, the Team Manager implements systems and processes to achieve client-specified metrics while providing development opportunities to our support professionals. Requirements: Skill in providing an exceptional customer experience. Skill in verbal and written communication to analyze, interpret and address customer needs. Knowledge of contact services industry and best practices. Knowledge of PC applications. Ability to work with minimal guidance or supervision in a time critical environment. Ability to be flexible and quickly adapt to changing business needs and processes. Ability to motivate and mentor team, presenting new opportunities and challenges for additional development. Skill in providing outstanding customer service through support of escalated customer issues. Ability to defuse situations, get to the issue and solve the problem. Skill in time management and multitasking. Skill in providing constructive feedback to others. Proven success in motivation and leadership. Demonstrated ability to coach and develop others to achieve desired results. Ability to make quick, accurate and appropriate decisions. Minimum 3 years customer service experience. Minimum of 2 years of leadership experience. University / College Degree preferred. Equivalent education or experience may be substituted for any of the above.