Team Manager
VLBPO
- Kingston and St. Andrew / St. Catherine / St. James
- Not disclosed
- Permanent full-time
- Updated 23/03/2026
- Recruiter
Team Manager
VLBPO Job Description
Position Information
Job Title: Team Manager
Department: Operations
Reports To: Operations Manager / Account Manager
Location: Remote
Employment Type: Full-Time
Job Summary
The Team Manager is responsible for leading and managing a team of agents to ensure performance targets, quality standards, and client expectations are consistently met. This role involves coaching, performance monitoring, reporting, and day-to-day team oversight within a fast-paced, remote BPO environment.
The Team Manager plays a critical role in driving productivity, improving team performance, and maintaining high levels of engagement, accountability, and customer satisfaction. The ideal candidate is a strong leader with excellent communication skills, data-driven decision-making ability, and experience managing teams in a performance-based environment.
Work Schedule
- Schedule: Monday to Friday (may include weekends based on campaign needs)
- Time Zone: Must be able to work aligned with U.S. operational hours
- Flexibility: Required during peak periods, escalations, or client demands
Essential Job Functions
(Listed in order of importance with approximate % of time. Total equals 100%.)
# | Function | % of Time |
1 | Team Leadership & Performance Management – Manage a team of agents, ensuring adherence to KPIs such as productivity, quality, attendance, and client-specific metrics. | 30% |
2 | Coaching & Development – Conduct regular coaching sessions, performance reviews, and provide ongoing feedback to improve agent performance and professional growth. | 20% |
3 | Monitoring & Quality Assurance – Monitor calls, tickets, or outputs to ensure compliance with quality standards and identify areas for improvement. | 15% |
4 | Reporting & Data Analysis – Track, analyze, and report on team performance using dashboards and operational reports. Identify trends and implement action plans. | 15% |
5 | Escalation & Issue Resolution – Handle escalated issues from clients or internal teams and ensure timely and effective resolution. | 10% |
6 | Attendance & Workforce Management – Monitor attendance, adherence, and schedule compliance to ensure operational coverage. | 10% |
Required Qualifications (Knowledge, Skills & Experience)
- Minimum 2–4 years of experience in a BPO, customer service, or operations environment, with at least 1–2 years in a leadership or supervisory role.
- Proven experience managing team performance and meeting KPIs.
- Strong leadership and coaching skills with the ability to motivate and develop team members.
- Excellent verbal and written communication skills.
- Strong analytical skills with the ability to interpret performance data and make informed decisions.
- Proficiency in Microsoft Excel and reporting tools.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong problem-solving and conflict resolution skills.
Preferred Qualifications
- Experience managing remote teams in a BPO environment.
- Experience with CRM systems, QA tools, and workforce management systems.
- Experience supporting U.S.-based clients or campaigns.
- Familiarity with performance metrics such as AHT, CSAT, QA, conversion rates, etc.
Work Conditions / Physical Demands / Travel Requirements
This position operates in a fully remote environment and requires:
- A quiet, professional workspace
- Reliable high-speed internet connection
- Laptop or desktop with a functioning camera
- Wired noise-canceling headset
- Ability to work extended periods on a computer and attend virtual meetings
Travel is not required.
Important Notes
- This is a performance-driven leadership role requiring accountability and ownership of team results.
- The Team Manager is expected to balance performance, quality, and team engagement.
- Responsibilities may evolve based on client and operational needs.
- Strong leadership presence and consistent follow-through are critical for success.
Disclaimer
This job description outlines the general nature and level of work performed and is not an exhaustive list of duties. Responsibilities may be adjusted to meet business needs.
© VL BPO | Confidential & Proprietary Template
