Team Manager (Retail Account) | Shaw Onsite | Night Shift

The Team Manager is responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements. Responsibilities:

1. Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
2. Monitor and take action on TKS, personnel and payroll issues.
3. Conduct performance appraisals annually.
4. Responsible for staffing and hiring.
5. Maintain current employee records on direct reports.
6. Review CMS statistics on a daily basis and provide constructive feedback.
7. Provide Subject Matter Expertise.
8. Ensure training needs of subordinates are met.
9. Modify operations as needed to meet service level agreements under supervision of Operations Manager.
10. Successfully complete all client related training.
11. Resolve escalated customer issues.
12. Hold team meetings on a regular basis with direct reports.
13. Communicate all process and client changes to direct reports within specific timeliness.
14. Promote the use of all center communication tools.

1. Supervise, lead and inspire your team to ensure they regularly meet/exceed sales.
2. Develop all team members to ensure top performance.
3. Monitor all staff to assess developmental needs, to improve performance.
4. Day to day management of team and related issues.
5. Help provide training and development and conduct regular appraisals with team.
6. Monitor, measure, report & analyze data to improve call centre performance.

1. Coaching Styles
2. Types of Leadership
3. Good oral and written communication skills
4. Motivating the team
5. Preparing tour desks’ work schedules and amendments if necessary
6. Preparation of the overtime report (calculate the hours)
7. Communicating with all sales agents in order to receive their comments/suggestions
8. Participating in a weekly meeting with each agent
9. Suggesting improvements to SOM/OM
10. Supporting the SOM/OM with the implementation of changes (new procedures, objectives, including eventually training)

1. Excellent ability to coach and performance manage agents.
2. Work on a split day-off schedule.
3. Show eagerness to take in calls and role model behaviors that their agents can follow.
4. Able to respond positively to changing environment.
5. Confident interfacing with clients either in remote monitoring sessions or face-to-face capacity.
6. Team Oriented and highly self motivated.
7. Able to motivate and encourage agents.
8. Maintain and practice high standards of customer service and good communication skills.
9. Problem solving and decision making capacities.
10. Ability to work independently and in a team.
11. Ability to work under pressure.

1. Preferably Education College Graduate of any Course.
2. Flexible and is able to work on extended hours if needed.
3. Has Team Leader experience.