ABOUT THE ROLE
The Team Manager is responsible for supervising, managing, and motivating team members daily. As a Team Manager, you will be the contact point for all team members, so your communication skills should be excellent. In the Service Operations Practice, the Team Manager runs a dispatch, service coordination or customer service team on an extended-hours or 24/7 operation. The role is accountable for what reaches the client's sites and customers — that work orders are dispatched and closed, that calls and emails are answered inside the window, and that nothing is lost across a shift handover. Hands-on queue work is not part of the role.
KEY RESPONSIBILITIES
- Create an inspiring team environment with an open communication culture
- Set clear team goals
- Delegate tasks and set deadlines
- Oversee day-to-day operations
- Monitor team performance and report on metrics
- Motivate team members
- Discover training needs and provide coaching
- Listen to team members' feedback and resolve any issues or conflicts
- Recognize high performance and reward accomplishments
- Build strong relationships with different POC's based on Portfolio's assigned
- Participating in CI Projects
- Run daily huddles and queue reviews
- Produce a documented shift endorsement at every handover
- Look back across the preceding shift at the start of your own, not only the current queue
- Hold queue health across work orders, cases, calls, shared mailboxes and voicemail — nothing unactioned beyond the agreed threshold
- Hold dispatch accuracy — correct trade, priority and site, and the right technician or vendor assigned
- Triage emergency work orders ahead of routine
- Hold preventive maintenance schedule compliance
- Close work orders complete — the field detail billing needs captured before the work order is closed
- Manage real-time adherence and login discipline
- Schedule breaks and lunches against interval volume, and name a backup for every absence
- Answer calls inside the committed window
- Hold the hold-time standard — set the expectation and update the caller as minutes lapse
- Return every missed call within the shift
- Run side-by-sides, and call and work order audits
- Keep a coaching log — behaviour-based action items, each with a follow-up
- Escalate repeat issues into due process rather than coaching them again
- Track ASA, abandon rate and hold time, work order turnaround, backlog and aging, QA scores and per-person productivity
- Surface blockers, sanity-check workloads, and flag delivery risks early
- Represent the team's delivery status and performance credibly in client conversations, including WBRs and MBRs
- Own the weekly per-account performance report, delivered on the committed day, every week
- Log client VOCs and incidents in Jira and manage them through to resolution per the SD playbook
- Ensure coverage discipline: no leave without a named backup for deliverables due during the absence
- Hybrid work setup, with occasional on-site reporting as required by business needs
- Work coverage or scope may be adjusted based on operational requirements
KEY PERFORMANCE INDICATORS
- SLA attainment — response, dispatch and resolution within committed per-account targets
- Queue health — zero items unactioned beyond threshold; zero missed shift handovers
- Telephony — ASA, abandon rate and hold time within target; 100% of missed calls returned within the shift
- Preventive maintenance compliance — scheduled work orders completed within the committed window
- Quality — QA score at or above target, with outliers closed
- Per-FTE productivity — at or above account baseline
- Client health — CSAT at target; escalation-free streak tracked
SKILLS AND QUALIFICATIONS
Educational background required / desired:
- Bachelor's Degree
- Or equivalent work experience
Work experience required / desired:
- Proven 5+ years of Team Leader experience
- Service operations background — dispatch, work order management, field service coordination, service desk or inbound customer service — in a BPO or shared-services environment
- Experience running a shift in an extended-hours or 24/7 operation
Communications skills required / desired:
- 9/10
MS Office applications proficiency required / desired:
- Advanced
Other qualifications:
- Prefer with Team Leader experience/background
- Proven strong leadership and Influencing skills
- Strong ability to coach and motivate Team Members.
- Excellent time management skills and the ability to prioritize work.
- Results-oriented and strong organizational skills.
- Excellent written and verbal communication skills.
- Understands the work order lifecycle and where it usually breaks — intake, dispatch, endorsement, and the handoff into billing
- Able to read a queue and aging report, an interval-level telephony report and a QA scorecard, and ask the right questions on backlog, coverage and outliers
- Familiarity with CMMS and work order platforms, client service portals, CRM and ticketing tools, and telephony reporting such as Talkdesk, RingCentral or WebEx
- Past background as a dispatcher, service coordinator or TSR/CSR who moved into people management is a strong plus