Team Manager

Job Summary

We are looking for an experienced Team Manager to lead and develop a team supporting an Australian towing and roadside assistance account. This role is responsible for driving team performance, ensuring service excellence, managing day-to-day operations, and meeting client KPIs and service standards.

Key Responsibilities

• Lead, coach, and motivate team members to achieve performance goals.
• Monitor KPIs, attendance, productivity, quality, and customer satisfaction.
• Manage escalations and ensure timely resolution of customer concerns.
• Conduct performance reviews, coaching sessions, and team meetings.
• Ensure compliance with client requirements and company policies.
• Analyze reports and implement process improvements to enhance operational efficiency.
• Collaborate with stakeholders to support business objectives and client expectations.

Qualifications

• At least 3 years of leadership experience in a BPO, customer service, dispatch, logistics, or towing environment.
• Experience handling Australian clients is preferred.
• Experience in the towing, roadside assistance, transportation, or logistics industry.
• Strong leadership, coaching, communication, and problem-solving skills.
• Ability to manage KPIs and work effectively in a fast-paced environment.
• Proficient in Microsoft Office and reporting tools.

Preferred

• Experience in towing, roadside assistance, transportation, or logistics operations.
• Background in managing escalations and service delivery teams.