FAQs
What is the primary responsibility of the Team Manager?
The primary responsibility of the Team Manager is to manage job assignments, monitor performance on job adherence, volume, and quality, while also supporting the hiring and training of new Associates.
What qualifications are required for the Team Manager position?
A Bachelor's Degree (any stream) or advanced college education or experience in a leadership or related management position is required, along with at least 5+ years of overall work experience, including 2+ years as a people manager.
Are there specific performance metrics that the Team Manager needs to track?
Yes, the Team Manager needs to track quality and utilization metrics to measure progress against key performance indicators.
Does the role involve hiring new team members?
Yes, the Team Manager will support the hiring and training of new Associates.
What methodologies can be used to implement process-related improvements?
The Team Manager can use methodologies such as Kaizen, Six Sigma, or Lean to identify and implement process-related improvements.
Is leadership experience important for this role?
Yes, leadership experience in coaching and performance management is an important qualification for this role.
What type of skills are preferred for the Team Manager position?
Preferred skills include experience with process improvement/quality control tools, strong organizational skills, excellent communication abilities, and a strong interest in hiring and developing people.
Is experience with speech and language technology preferred?
Yes, experience with aspects of speech and language technology is preferred for the Team Manager position.
Will the Team Manager need to manage risks and propose strategies?
Yes, the Team Manager will liaise with Program Management and other global operations team leads to manage risks and propose mitigation strategies.
What kind of feedback will the Team Manager provide to direct reports?
The Team Manager will provide regular formal and informal feedback to direct reports to ensure performance is maximized.