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 outstanding results in alignment with matter-handling targets, financial objectives, State Legal, Quality Assurance, and Risk Management standards.

• Establish a regular operating rhythm via team huddles, consistent one-on-ones, meetings, town halls, and updates.

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

• Keep team members informed and trained on pertinent State legislation, skills, tools, processes, and compliance standards.

• Monitor team performance and deliverables against Service Level Agreements (SLAs) and audit outcomes.

• Serve as the primary point of contact for escalations, investigate concerns, and prepare incident 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 reinforce positive behaviors and celebrate team successes.

• Ensure team adherence to company and state policies through coaching and disciplinary management as required.

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

• Perform additional tasks as assigned by Management.

⛳️ Requirements

• Bachelor's degree completed.

• At least 2–5 years of experience as a Team Manager in a BPO/Call Center environment serving AU, NZ, US, or UK customers.

• Free from personal commitments such as pursuing further studies, taking licensure exams, etc.

• Proficient in M365, Actionstep, and PEXA applications.

• Ability to anticipate the needs of team members and clients, with a proactive approach to fulfilling those needs.

• Strong leadership, coaching, and training capabilities.

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

• Strong critical thinking skills and a proactive approach to resolving issues.

• Efficient, flexible, and adaptable to changes.

• Capacity to act on strategies for resolving problems and meeting objectives without prompting.

• Exceptional attention to detail.

• Demonstrated perseverance and commitment.

• Commercial awareness and a desire to stay updated on industry developments.

• Integrity, ethical conduct, and respect for client confidentiality, company confidentiality, and team interactions.

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

• Wired main internet connection of at least 50 Mbps.

• Reliable backup internet with a minimum speed of 10 Mbps.

🏝️ Benefits

• Comprehensive compensation package.

• Work-from-home arrangement.