Team Manager Tech Streaming

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 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.

Remote Work :

No

Employment Type :

Full-time

Experience: years
Vacancy: 1