The Position

As TSM / AM, your role is to act as the coach, mentor and motivator for your team.

You will be accountable for achieving the operational, quality and performance targets of your team.

The Responsibilities of the Role

• Manage, supervise and lead a team of Technical Support Executives to meet the required performance targets
• Provide the team with clear objectives by group and individual performance.
• Support regular and constructive feedback through team meetings and 1 on 1 review.
• Provide ongoing coaching, training and counselling to team members on products and customer handling.
• Lead by example by displaying initiative in all areas including adherence to schedule and good attendance records.
• Support the Contact Center in achieving its overall service levels
• Conduct regular team meeting to ensure that two way communication is maintained between team members and managem...