Team Manager Streaming Services | Shaw

Lead High-Performing Teams

• Oversee daily operations ensuring KPIs such as CSAT Quality Productivity Resolution Rate and Attendance are consistently achieved.
• Monitor performance metrics and initiate targeted coaching or corrective actions when needed.

Drive Operational Excellence

• Analyze performance data to spot trends identify root causes and execute improvement strategies.
• Collaborate with Ops Managers to refine processes implement new initiatives and support overall program objectives.

Develop & Inspire People

• Coach and mentor Consultants while fostering a culture of accountability teamwork and continuous development.
• Conduct performance reviews manage PIPs and create meaningful development plans for your team.

Build Strong Engagement & Retention

• Promote a positive and energetic team environment that boosts morale and performance.
• Effectively manage key people metrics such as attrition absenteeism and shrinkage.

Communicate & Collaborate Effectively

• Serve as the bridge between your team and upper management providing insights on customer trends operational risks and process gaps.
• Maintain strong communication with cross-functional teams to support program success.

Champion Sutherland Values

• Support and implement organizational initiatives within your team.
• Uphold high standards of customer care and operational discipline in alignment with the streaming platforms expectations.

Qualifications :

Were looking for capable leaders who bring both people skills and operational expertise. Youll excel in this role if you have:

• Proven leadership experience in a BPO customer service technical support or digital-support account (Team Lead or Manager level preferred)
• Strong operational management background including experience driving KPIs like CSAT AHT Quality Productivity and Attendance
• Effective people-management skills with experience in coaching performance management and conflict resolution
• Exceptional communication skills (verbal and written) able to give clear direction and articulate insights to leadership
• Analytical and data-driven mindset capable of interpreting reports identifying trends and executing action plans
• High adaptability in handling change escalations and fast-paced digital-support environments
• Proficiency in MS Office tools (Excel Word PowerPoint) for reporting and presentations
• Strong problem-solving and customer-obsession ensuring excellent customer experience for streaming users
• Collaborative leadership style focused on trust-building and teamwork

Additional Information :

Internal Qualifications:

• Must have FY25 PDP score of Exceeds Expectations (4) or Outstanding (5)
• Tenure of at least 18 months
• No Active DA 
• TMU Essentials Course Completion
• Willing to work onsite in Shaw

Remote Work :

No

Employment Type :

Full-time