Team Manager | Telco
Core
Manage a team of 18-20 associates in a Tech or Telco customer service environment, driving performance metrics, telephony metrics, utilization, productivity, attendance, and attrition goals.
Role type
Team Manager (Customer Service)
Builds
Customer service operations and team performance
Domain
Telecommunications / Technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team management, performance metrics analysis, telephony operations knowledge, customer service leadership, strategic planning based on data, stakeholder communication, time management, process improvement
Preferred skills
Bachelor's or Associate Degree, demonstrated leadership in making improvements, proactive attitude in building trust
Technologies
None stated
Responsibilities
Drive results aligned with performance and telephony metrics; manage administrative responsibilities like attendance tracking and queue administration; develop, train, and manage team members; establish and maintain communication with clients and team members to resolve issues; ensure motivational programs are in place; produce strategies based on data reports and analysis; oversee performance and service quality to guarantee customer satisfaction; relay important information through timely and accurate reports
Seniority
Mid-level Manager
