Job Description

TEAM MANAGER

Mango5 is seeking a dynamic and experienced individual to join our team as a Team Manager. As we continue to grow, we are excited to welcome a new member who is passionate about leading and developing high-performing teams.

As a Team Manager, you will lead and inspire your team towards operational excellence. Your key responsibilities involve effective team management, performance enhancement, and comprehensive training strategies. Join us in creating a positive and collaborative work environment that prioritizes both employee engagement and customer satisfaction

KEY RESPONSIBILITIES:

TEAM LEADERSHIP AND MANAGEMENT:

• Lead and motivate a team of customer service or technical support representatives.
• Conduct regular team meetings and one-on-one sessions for performance reviews, goal setting, and addressing concerns.
• Foster a positive and collaborative team environment.

PERFORMANCE MANAGEMENT AND TEAM DEVELOPMENT:

• Monitor team performance against KPIs and client-specific metrics.
• Provide regular feedback and coaching to enhance team performance.
• Implement performance improvement plans as needed.

TRAINING AND DEVELOPMENT:

• Identify training needs and organize sessions to enhance team skills and knowledge.
• Mentor and support new team members during the onboarding process.
• Encourage continuous learning and professional development.

QUALITY ASSURANCE:

• Ensure compliance with company policies, client requirements, and quality standards.
• Conduct quality audits and provide constructive feedback for improvement.
• Implement corrective actions to resolve issues.

CLIENT INTERACTION:

• Communicate with stakeholders to understand their needs and expectations.
• Provide regular updates on team performance and initiatives.
• Address and resolve any client concerns or escalations.

OPERATIONAL AND ADMINISTRATIVE TASKS:

• Contribute to process improvement initiatives for enhanced efficiency and service quality.
• Collaborate with other departments for seamless operations.
• Manage resources effectively to meet business objectives.

QUALIFICATIONS:

• Minimum 4 years of leadership experience in a BPO or call centre environment.
• Strong understanding of customer service or technical support processes and KPIs.
• Excellent communication and interpersonal skills.
• Ability to lead and motivate a diverse team with high personal integrity.
• Strong problem-solving and decision-making abilities.
• Proficiency in relevant computer applications, including Microsoft Office Suite and call centre systems.

WORK SCHEDULE:

• Monday to Sunday, rotational shifts.
• USA: 14:00 - 23:00 & 21:00 - 06:00 am (or 13:00 - 22:00 & 20:00 - 05:00 depending on Daylight Savings).
• Dynamic holidays

REMUNERATION PACKAGE:

• Basic Salary: Market-Related
• Allowance
• Commission

BENEFITS:

• Medical Insurance
• Learnify
• YouAssist

Mango5