Team Manager

The role of the Team Manager is to meet and exceed business objectives ensuring consistent achievement of all target and KPIs.

The Manager is also responsible to manage, inspire and motivate staff and leaders to ensure operational excellence, high employee and client engagement and service improvement is achieved.

Duties and Responsibilities:

  • Responsible for leading the team and for the delivery of the overall operational metrics & targets
  • Manage day to day operations and be quick in addressing obstacles and deliver resolutions
  • Maintain and improve performance by identifying and resolving problems including completion of action plans
  • Analyse reports, data and trend for strategic planning to reach targets
  • Recommend action plans based on day to day statistics and numbers
  • Coordinate directly to the client for any issues within the team that need to be addressed
  • Ensure delivery of KPIs and targets including day to day service levels, customer experience, quality measures and compliance measures
  • Responsible for the development of the team by optimising the skills of the existing team. In partnership with our internal recruitment teams, hire the best talent for the roles
  • Motivate and effectively performance manage the team to ensure delivery of overall targets and business plan
  • Manage and develop client relationships by conducting (where appropriate) client reviews and day to day ops liaison within key workstream
  • Set and review Quality performance standards and organisational objectives
  • Coordinate and administer scheduling systems and roster of staff
  • Enforce policies and procedures by overseeing the administration of coaching and corrective actions
  • Assist the client with any reports, documentations or ad hoc tasks as needed


  • Proven working experience as a team manager or operations manager for min of 5 years
  • Previous background in BPO or shared services settings preferably with AU and NZ campaigns
  • Solid experience in working directly with clients and managing offshore team
  • People oriented and results-driven
  • Excellent in English communication both verbal and written
  • Above average skills in reports, MS Excel and MS Office