AddressWe are seeking for a dynamic and experienced Team Manager to lead our Contact Center Operations team. The ideal candidate will have proven leadership skills, a deep understanding of our industry, and the ability to drive team success. The Team Manager will be responsible for fostering a positive team culture, achieving performance goals, and ensuring the team's alignment with organizational objectives.
Responsibilities:
- Supervises a team primarily comprised of HP employees or contingent workforce with well-defined, limited scope. including directing daily work activities/priorities, people recruitment and development, and cost management.
- Directs daily work activities of teams providing remote (offsite) service; customer access, pre-sales, post-sales or service delivery to solve various business systems and applications problems for customers: onsite engineering personnel: and Authorized Service Providers.
- Services are provided on standard, specialized or complex systems.
- Role is primarily tactical in nature.
- Ensure operational excellence by monitoring key metrics and ensuring team goals and contractual commitments are met.
- Resolve/monitor routine escalations, as appropriate.
- Collaborate with upper management to set team goals and objectives.
- Develop strategies for improving overall team performance.
- Allocate resources effectively to meet team goals.
- Facilitate clear and open communication within the team.
- Conduct regular performance evaluations and provide constructive feedback.
- Address performance issues and recognize achievements.
Education and Experience Required:
- Typically requires bachelor’s degree or equivalent experience
- 2-4 years related experience and project or team management experience.
Knowledge and Skills:
- People management responsibility.
- Demonstrate a broad knowledge of corporate organization and policies.
- Demonstrate business, technical, and functional knowledge at an expert level.
- Demonstrate intermediate skills in project management, communication, analysis, and presentation.
- Demonstrate management capability.
- Understand group dynamics and how teams’ function.
- Ability to guide the team through periods of change.
- Strong verbal and written communication skills
- Ability to address and resolve interpersonal conflicts within the team.
- English and French language fluency
