Service Operations Team Manager

ABOUT THE ROLE 

The Team Manager is responsible for supervising, managing, and motivating team members daily. As a Team Manager, you will be the contact point for all team members, so your communication skills should be excellent. In the Service Operations Practice, the Team Manager runs a dispatch, service coordination or customer service team on an extended-hours or 24/7 operation. The role is accountable for what reaches the client's sites and customers — that work orders are dispatched and closed, that calls and emails are answered inside the window, and that nothing is lost across a shift handover. Hands-on queue work is not part of the role.

KEY RESPONSIBILITIES

• Create an inspiring team environment with an open communication culture
• Set clear team goals
• Delegate tasks and set deadlines
• Oversee day-to-day operations
• Monitor team performance and report on metrics
• Motivate team members
• Discover training needs and provide coaching
• Listen to team members' feedback and resolve any issues or conflicts
• Recognize high performance and reward accomplishments
• Build strong relationships with different POC's based on Portfolio's assigned
• Participating in CI Projects
• Run daily huddles and queue reviews
• Produce a documented shift endorsement at every handover
• Look back across the preceding shift at the start of your own, not only the current queue
• Hold queue health across work orders, cases, calls, shared mailboxes and voicemail — nothing unactioned beyond the agreed threshold
• Hold dispatch accuracy — correct trade, priority and site, and the right technician or vendor assigned
• Triage emergency work orders ahead of routine
• Hold preventive maintenance schedule compliance
• Close work orders complete — the field detail billing needs captured before the work order is closed
• Manage real-time adherence and login discipline
• Schedule breaks and lunches against interval volume, and name a backup for every absence
• Answer calls inside the committed window
• Hold the hold-time standard — set the expectation and update the caller as minutes lapse
• Return every missed call within the shift
• Run side-by-sides, and call and work order audits
• Keep a coaching log — behaviour-based action items, each with a follow-up
• Escalate repeat issues into due process rather than coaching them again
• Track ASA, abandon rate and hold time, work order turnaround, backlog and aging, QA scores and per-person productivity
• Surface blockers, sanity-check workloads, and flag delivery risks early
• Represent the team's delivery status and performance credibly in client conversations, including WBRs and MBRs
• Own the weekly per-account performance report, delivered on the committed day, every week
• Log client VOCs and incidents in Jira and manage them through to resolution per the SD playbook
• Ensure coverage discipline: no leave without a named backup for deliverables due during the absence
• Hybrid work setup, with occasional on-site reporting as required by business needs
• Work coverage or scope may be adjusted based on operational requirements

KEY PERFORMANCE INDICATORS

• SLA attainment — response, dispatch and resolution within committed per-account targets
• Queue health — zero items unactioned beyond threshold; zero missed shift handovers
• Telephony — ASA, abandon rate and hold time within target; 100% of missed calls returned within the shift
• Preventive maintenance compliance — scheduled work orders completed within the committed window
• Quality — QA score at or above target, with outliers closed
• Per-FTE productivity — at or above account baseline
• Client health — CSAT at target; escalation-free streak tracked

SKILLS AND QUALIFICATIONS

Educational background required / desired:

• Bachelor's Degree
• Or equivalent work experience

Work experience required / desired:

• Proven 5+ years of Team Leader experience
• Service operations background — dispatch, work order management, field service coordination, service desk or inbound customer service — in a BPO or shared-services environment
• Experience running a shift in an extended-hours or 24/7 operation

Communications skills required / desired:

• 9/10

MS Office applications proficiency required / desired:

• Advanced

Other qualifications:

• Prefer with Team Leader experience/background
• Proven strong leadership and Influencing skills
• Strong ability to coach and motivate Team Members.
• Excellent time management skills and the ability to prioritize work.
• Results-oriented and strong organizational skills.
• Excellent written and verbal communication skills.
• Understands the work order lifecycle and where it usually breaks — intake, dispatch, endorsement, and the handoff into billing
• Able to read a queue and aging report, an interval-level telephony report and a QA scorecard, and ask the right questions on backlog, coverage and outliers
• Familiarity with CMMS and work order platforms, client service portals, CRM and ticketing tools, and telephony reporting such as Talkdesk, RingCentral or WebEx
• Past background as a dispatcher, service coordinator or TSR/CSR who moved into people management is a strong plus