Team Manager

Make your next big career move by applying as
KMC Solutions
' next
Team Manager

Role Overview

The
CS
Team Manager
is responsible for leading and managing a team of frontline employees, ensuring their performance aligns with operational goals, client expectations, and quality standards. Reporting to the
Operations Manager
, the Team Manager will oversee day-to-day team activities, provide coaching and support, and drive team performance through continuous improvement initiatives. The role requires strong leadership, communication, and problem-solving skills to ensure that the team consistently meets targets and delivers high-quality service to clients.

This role is critical in maintaining team engagement and motivation, while also ensuring that performance metrics such as
service level agreements (SLAs)
,
KPIs
, and
quality standards
are met on a daily basis.

Key Responsibilities

Team Leadership and Performance Management

• Lead and manage a
  frontline team
  , ensuring they meet daily operational goals and quality standards.
• Provide consistent
  coaching and feedback
  to team members, guiding their performance and helping them achieve their KPIs.
• Monitor team performance
  on a daily basis, identifying areas for improvement and implementing corrective actions as needed.
• Conduct one-on-one meetings
  and
  team huddles
  to review performance, set goals, and provide feedback.
• Foster a
  motivating environment
  , encouraging team members to perform at their best and maintain high levels of engagement.
• Act as a
  point of escalation
  for any team issues, ensuring that problems are addressed and resolved in a timely manner.

Operational Oversight and Process Execution

• Ensure that the team is following
  standard operating procedures (SOPs)
  and operational cadences.
• Monitor team productivity and adherence to
  service level agreements (SLAs)
  ,
  quality assurance (QA)
  standards, and
  KPIs
  .
• Ensure the team is
  compliant with company policies
  , client requirements, and industry standards.
• Maintain consistent team performance by ensuring adherence to
  work schedules, breaks
  , and
  attendance policies
  .
• Identify and implement
  process improvements
  within the team to optimize performance and enhance service delivery.

Client Engagement and Satisfaction

• Ensure team members provide exceptional service to clients, resolving issues efficiently and professionally.
• Monitor
  client satisfaction
  , collecting feedback and ensuring that service delivery meets or exceeds client expectations.
• Act as a
  liaison between the client and the team
  , ensuring that client needs and concerns are communicated effectively.
• Work closely with the
  Operations Manager
  to ensure that client expectations are consistently met and exceeded.

Coaching, Development, and Employee Engagement

• Develop
  individual performance plans
  for team members, offering guidance and support to improve their skills and performance.
• Identify and implement
  training opportunities
  to help team members enhance their capabilities and advance their careers.
• Foster a positive,
  inclusive work culture
  where team members feel valued, supported, and motivated to perform at their best.
• Ensure that
  team morale
  remains high, utilizing recognition and rewards to encourage a positive work environment.
• Collaborate with the
  Operations Manager
  to align employee development initiatives with company goals.

Reporting and Communication

• Provide
  daily or weekly performance reports
  to the
  Operations Manager
  , highlighting achievements, challenges, and opportunities for improvement.
• Maintain clear communication with team members, ensuring they are informed of key operational goals, updates, and any changes in processes.
• Ensure that team members understand
  client requirements
  , operational targets, and quality standards.
• Regularly review and provide updates on
  individual and team performance
  , ensuring alignment with overall business objectives.

Risk Management and Issue Resolution

• Identify and mitigate any
  operational risks
  that could impact service delivery, quality, or performance.
• Address and resolve
  operational issues
  promptly to ensure there is minimal disruption to team performance or client satisfaction.
• Ensure that critical issues are
  escalated
  appropriately to the
  Operations Manager
  or other relevant stakeholders.

Required Skills & Qualifications

Leadership & Team Management Skills

• Proven experience in managing
  frontline teams
  , preferably in a
  BPO or customer service environment
  .
• Strong leadership capabilities with the ability to motivate, coach, and develop team members.
• Excellent
  communication and interpersonal skills
  , with the ability to engage and inspire teams.
• Ability to manage
  team performance
  and set clear expectations to meet operational goals.
• Strong decision-making skills and the ability to handle complex situations effectively.

Operational Management Skills

• Solid understanding of
  service level agreements (SLAs)
  ,
  KPIs
  , and
  quality standards
  relevant to frontline operations.
• Ability to monitor and
  analyze performance data
  to identify trends, make improvements, and optimize workflows.
• Experience in handling
  workforce planning
  , including
  scheduling
  and
  staffing
  to meet operational requirements.
• Proficiency in using
  management tools
  to track team performance and productivity (e.g., Excel, CRM, or other reporting tools).

Customer-Centric Approach

• Demonstrated experience in
  client-facing roles
  , with a strong focus on meeting client expectations and delivering exceptional service.
• Ability to
  gather client feedback
  and act on it to improve service delivery.
• Proven ability to handle
  client escalations
  and ensure satisfaction while adhering to operational goals.

Problem-Solving & Conflict Resolution

• Strong problem-solving skills with the ability to resolve operational challenges efficiently.
• Experience in
  conflict resolution
  , both within the team and with clients, ensuring issues are addressed in a fair and timely manner.

Time Management & Multitasking

• Ability to manage multiple priorities and adjust to changing workloads while maintaining operational efficiency.
• Strong time-management skills to ensure team goals and client requirements are met in a timely manner.

Key Performance Indicators (KPIs)

• Team Performance
  : Achievement of
  SLAs
  ,
  KPIs
  , and
  quality standards
  across the team.
• Client Satisfaction
  :
  Client feedback
  and retention rates, focusing on client experience and service delivery.
• Employee Engagement
  :
  Team morale
  , engagement levels, and employee retention rates.
• Productivity Metrics
  : Team member
  productivity
  , including
  task completion rates
  and
  efficiency
  .
• Training and Development
  : Number of
  training sessions
  completed and individual
  growth progress
  of team members.
• Issue Resolution
  : Time taken to
  resolve operational issues
  and
  escalations
  within the team.

Note:
This job description is intended to outline the key responsibilities and expectations of the role. It is not an exhaustive list of duties, responsibilities, or working conditions associated with the position.