Team Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Supervise team performance and activities to guarantee the efficient and effective accomplishment of business objectives.

• Provide the highest quality customer experience through the team's comprehensive File Management service.

• Ensure excellent outcomes in relation to targets for handled matters, financial objectives, State Legal, Quality Assurance, and Risk Management protocols.

• Create an operating rhythm through team huddles, regular one-on-ones, meetings, town halls, and updates.

• Document and follow procedures for consistent task execution while collaborating for coverage.

• Keep staff well-informed and trained on pertinent State legislation, skills, tools, processes, and compliance standards.

• Monitor team performance and deliverables in accordance with SLAs and audit outcomes.

• Serve as the primary point of contact for escalations, investigate issues, and prepare event reports.

• Oversee contracts and tasks, providing ongoing feedback to improve quality and accuracy.

• Track compliance with billing and payment deliverables as necessary.

• Exemplify adherence to company policies, values, and guidelines.

• Develop activities to promote positive behaviors and celebrate team accomplishments.

• Ensure team compliance with company and state policies through coaching and disciplinary management as required.

• Monitor daily attendance and escalate issues to the Workforce and People Team.

• Execute other responsibilities as assigned by Management.

⛳️ Requirements

• Bachelor’s degree completed.

• A minimum of 2–5 years of experience as a Team Manager in a BPO/Call Center setting dealing with AU, NZ, US, or UK clients.

• No personal commitments such as pursuing further studies or taking licensure exams.

• Proficient in M365, Actionstep, and PEXA applications.

• Ability to foresee the needs of team members and clients, exhibiting self-initiative to address those needs.

• Strong leadership, coaching, and training capabilities.

• Excellent written and verbal communication skills for consistent interaction with various stakeholders, including team members and clients.

• Critical thinking abilities and a proactive approach to problem-solving.

• Capacity to manage multiple demands while remaining flexible and adaptable to changes.

• Ability to implement strategies for problem-solving and achieving objectives without being prompted.

• Outstanding attention to detail.

• Strong perseverance and commitment.

• Commercial awareness and a desire to stay informed about industry developments.

• Integrity and ethical conduct regarding client confidentiality, company privacy, and overall team interactions.

• A conducive home office environment free from noise and distractions.

• Main wired internet connection of at least 50 Mbps.

• Reliable backup internet connection of at least 10 Mbps.

🏝️ Benefits

• Competitive compensation package.

• Work-from-home arrangement.

• Requirements for home working environment include reliable internet connectivity.