Team Manager

Enshored is the most creative outsourcing partner for high-growth companies. Since 2014, we've been helping our clients tackle the challenges associated with their growth by allowing them to keep quality high and maintain profit margins while focusing their management attention on what is truly important to their business.

We seek out people who are excited to work in a fluid and dynamic environment. We promise our clients we will meet their needs, improve their operating performance, and offer the highest level of communication and reporting, even as their needs evolve.

We achieve this is by living and working to a unique set of values that guide us and help define who we are:

• Grit

. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger.

• Curiosity

. We want to know you, what makes you tick and what it will take to help you grow.

• Learning

. Learning is the key to mobility, growth and transformation. It's a commitment. We're committed.

• Grace

. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go round.

• Honesty & Sincerity

. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.

• Integrity

. Integrity is standing up for what we believe is right and living by our highest values.

Our philosophy leads us to invest in the best people we can find, and working side by side we help them build the career paths they deserve.

Team Manager

DUTIES AND RESPONSIBILITIES

• Manage and direct the daily activities of the Team Lead and full time employees, including creative resource planning and implementing call center strategies and operations.
• Provide operational guidance. Train, coach, monitor, recognize, support and promote discipline in any given situation.
• Provide meaningful career and professional development for assigned experts, in partnership with leadership development staff.
• Carry out needs, assessments and performance reviews to officers.
• Setting and meeting performance targets for efficiency and quality.
• Ensure that the Service Delivery processes and team are meeting Enshored and client specific KPI targets.
• Practice and ensure compliance with all policies and procedures of the company.
• Coordinate and cooperate and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience.
• Coordinate with Recruitment, IT and liaising with the HR team.

MINIMUM REQUIREMENTS AND QUALIFICATIONS

• With GDS experience.
• High level of initiative, accountability, and self-motivation.
• Strong customer service orientation.
• The ability to build a productive and highly engaged work environment.
• Maintain calmness and composed under tight pressure and provocations.
• Ability to work independently and take responsibility for seeing things through to completion.
• High Attention to details.
• Open to feedback and criticism.
• Bachelor's/College degree.
• 2-5 years of experience working as a Team Captain in a BPO setting.
• Strong leadership, people management, administrative, and numeracy skills.
• Strong written and verbal English communication skills.
• Proven experience at developing and maintaining relationships with key internal and external stakeholders.
• Team facilitation and training skills.
• Commitment to delivering to the highest quality first time.
• Proven ability to work to deadlines and under pressure with a positive attitude.
• Above Average communication skills in English.