Team Manager Tech - Streaming

Job Description

Job Summary

We are looking for a highly motivated and results-driven Team Manager to lead and develop a team of Customer Support Consultants supporting a Streaming campaign. In this role, you will be responsible for driving operational excellence, achieving key business metrics, fostering employee engagement, and delivering an outstanding customer experience. The ideal candidate is a strong people leader with a passion for coaching, performance management, and continuous improvement in a fast-paced digital environment.

Key Responsibilities:

Drive Business Performance

• Lead a team of Consultants to consistently achieve and exceed key performance indicators (KPIs), including productivity, quality, customer satisfaction, attendance, and efficiency metrics.
• Monitor daily, weekly, and monthly team performance, ensuring alignment with client and organizational goals.
• Analyze operational data and trends to identify opportunities for performance improvement and implement action plans accordingly.
• Ensure adherence to service level agreements (SLAs) and operational targets.

People Leadership and Development

• Provide ongoing coaching, mentoring, and performance feedback to team members to support their professional growth and development.
• Conduct regular performance reviews, one-on-one sessions, and career development discussions.
• Recognize and reward high performance while proactively addressing performance gaps through effective coaching and corrective action plans.
• Foster a positive, inclusive, and high-performing team culture that encourages collaboration, accountability, and continuous learning.

Workforce and Team Management

• Manage team attendance, attrition, shrinkage, scheduling adherence, and overall workforce productivity.
• Support employee engagement initiatives that improve morale, retention, and team effectiveness.
• Partner with Human Resources and Operations leadership on employee relations matters as needed.
• Ensure team compliance with company policies, security standards, and client requirements.

Customer and Client Focus

• Champion a customer-centric mindset by driving behaviors that enhance the overall customer experience.
• Monitor customer trends, emerging issues, and user feedback to identify opportunities for process improvements.
• Escalate critical customer concerns and collaborate with relevant stakeholders to ensure timely resolution.
• Serve as a key liaison between frontline operations and leadership by providing actionable insights and recommendations.

Operational Excellence and Stakeholder Management

• Prepare and present performance reports, business reviews, and operational updates to leadership.
• Collaborate with cross-functional teams to implement process improvements and operational initiatives.
• Support change management efforts and drive the successful rollout of new programs, tools, and workflows.
• Lead and participate in special projects and organizational initiatives as assigned.

Qualifications

Required Qualifications

• Proven leadership experience in a customer service, contact center, or business process outsourcing (BPO) environment.
• Strong knowledge of people management, performance coaching, and employee development.
• Advanced proficiency in Microsoft Office applications, particularly Excel and PowerPoint, for reporting, analysis, and presentations.
• Strong analytical and problem-solving skills with the ability to interpret operational metrics and make data-driven decisions.
• Excellent verbal and written communication skills with the ability to engage effectively across all organizational levels.
• Strong organizational and planning skills, with the ability to manage multiple priorities in a fast-paced environment.
• Ability to drive accountability, manage change, and lead teams through evolving business requirements.

Preferred Qualifications

• Experience supporting digital-first industries such as media, entertainment, technology, or streaming platforms.
• Familiarity with customer experience management, workforce management principles, and operational reporting.
• Experience handling escalations, stakeholder management, and client-facing interactions.
• Passion for music, digital entertainment, and emerging technology trends is a strong advantage.