Team Manager | Telco
Core
Manage a customer service team to improve Customer Experience metrics (Resolution and CSAT) through coaching, compliance audits, and action plans.
Role type
Team Manager (Customer Service)
Builds
Customer service operations for Telco, tech, and sales programs
Domain
Telecommunications / Customer Service
Deliverable
dashboards & analysis
Required skills
Team performance management, behavioral coaching, conflict resolution, people management, metrics analysis, employee retention strategies, stakeholder communication
Preferred skills
Experience in telco/tech/sales CS lines, proactive attitude, team building
Responsibilities
Conduct weekly audits and call scrubbings, coach team members on performance and compliance, report team performance to clients, address attendance and attrition issues, partner with Operations Manager on stay interviews, organize team engagement activities
Seniority
Mid-level, hands-on manager