
Team Manager
3 days ago
About Us
Abacus Outsourcing provides innovative customer service solutions tailored to meet the unique needs of our clients.
Job Title: Team Manager - Customer Experience
We are seeking a seasoned Team Manager to oversee the day-to-day operations of our contact center, driving exceptional customer experiences and high-performance teams.
Main Responsibilities
- Team Performance:
Develop and implement strategies to drive team performance, ensuring exceptional customer experiences and exceeding service level agreements (SLAs) and key performance indicators (KPIs).
Monitor and analyze team performance, identifying areas for improvement and implementing corrective actions to optimize efficiency.
Cultivate a culture of continuous learning and growth within the team.
- Training and Development:
Design and deliver comprehensive training programs to equip team members with the necessary skills and knowledge to excel in their roles.
Stay current with industry trends and best practices, sharing knowledge with the team to enhance their expertise.
Foster a collaborative and inclusive work environment.
- Quality Assurance:
Establish and maintain quality assurance processes to ensure consistent service delivery.
Conduct regular quality assessments and provide constructive feedback to team members.
Address customer complaints and work with the team to resolve issues promptly.
- Communication:
Act as a liaison between the team and upper management, facilitating open communication and fostering collaboration.
Encourage team members to share ideas and suggestions, promoting a positive and inclusive work environment.
Resolving customer escalations professionally and efficiently.
Essential Qualifications
- Bachelor's degree in Business, Communication, or a related field.
- At least 3 years of experience in a contact center leadership role.
- Proven track record of improving team performance and efficiency.
- Strong leadership, coaching, and interpersonal skills.
- Excellent communication and analytical skills.
What We Offer
- Competitive salary and benefits package
- Opportunities for career advancement and professional growth
- Dynamic and collaborative work environment
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