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Job ID / Title:
Senior Team Manager
Job Category:
Service Delivery Management
Work Location:
Knutsford Boulevard

Job Description

The Senior Team Manager will directly supervise five (5) Team Managers (TM) and is responsible for coaching, developing, motivating, rewarding and holding to account the team managers in his/her cluster. He/she is also required to track and inspect all activities geared towards delivering on our client metrics. This includes inspecting coaching sessions and logs to ensure that the quality of coaching being delivered by the TM addresses the right behaviors to positively impact the results. Devising and executing action plans to drive the performance of his/her cluster. Implementing engagement activities to boost morale and staff participation. Ensuring that all administrative aspects of the TMs role are completed in a timely manner (eg. Documentations and payroll). The STM’s responsibilities also include interviewing staff, appraising performance, disciplining employees and addressing complaints. This is an Administrative Role with Technical aspects.1. Coach and develop the TMs in his/her cluster. 2. Inspect TM-Agent coaching sessions and logs to ensure that the coaching is of high quality 3. Track TM progress and productivity 4. Design and implement motivational and incentive programs 5. Perform accountability sessions with under-performing TMs 6. Ensure adherence to HR policies and standards 7. Conduct performance reviews and one-on-one sessions with TMs 8. Ensure enrollment and certification of assigned TMs in leadership development programs (eg. LEAD 100) 9. Identify and escalate any performance impacting system issue 10. Assist with client escalations and proactively address issues that may impact client satisfaction 11. CET tracking and completion 12. Monitor and fix issues with attendance and punctuality in his/her cluster 13. Strong organizational and time management skills"


1. Efficient – Able to produce significant output with minimal wasted effort. 2. Reliable – Follow through on commitments. Lives up to verbal and written agreements, regardless of personal cost. 3. Thorough – Does not let important details slip through 4. Persistent – Demonstrates tenacity and willingness to go the distance to get something done. 5. Proactive – Anticipates challenges and devises solutions to these challenges before they become an issue 6. Inventive/Creative – Brings new ideas to the table. 7. Nurture – Able to develop and coach people in their current roles in order to improve performance and prepare them for higher roles. 8. Flexible/adaptable – Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change. 9. Centered – Remains calm under pressure. Maintains stable performance when under heavy pressure or stress. 10. Strategic – Able to see and communicate the big picture in an inspiring way. Determines opportunities and threats through comprehensive analysis of current and future trends.
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