We are seeking for a dynamic and experienced Team Manager to lead our Contact Center Operations team. The ideal candidate will have proven leadership skills, a deep understanding of our industry, and the ability to drive team success. The Team Manager will be responsible for fostering a positive team culture, achieving performance goals, and ensuring the team's alignment with organizational objectives. 

Responsibilities: 

• Supervises a team primarily comprised of HP employees or contingent workforce with well-defined, limited scope. including directing daily work activities/priorities, people recruitment and development, and cost management. 
• Directs daily work activities of teams providing remote (offsite) service; customer access, pre-sales, post-sales or service delivery to solve various business systems and applications problems for customers: onsite engineering personnel: and Authorized Service Providers. 
• Services are provided on standard, specialized or complex systems. 
• Role is primarily tactical in nature. 
• Ensure operational excellence by monitoring key metrics and ensuring team goals and contractual commitments are met. 
• Resolve/monitor routine escalations, as appropriate. 
• Collaborate with upper management to set team goals and objectives. 
• Develop strategies for improving overall team performance.  
• Allocate resources effectively to meet team goals. 
• Facilitate clear and open communication within the team. 
• Conduct regular performance evaluations and provide constructive feedback. 
• Address performance issues and recognize achievements. 

Education and Experience Required: 

• Typically requires bachelor’s degree or equivalent experience
• 2-4 years related experience and project or team management experience. 

Knowledge and Skills: 

• People management responsibility. 
• Demonstrate a broad knowledge of corporate organization and policies. 
• Demonstrate business, technical, and functional knowledge at an expert level. 
• Demonstrate intermediate skills in project management, communication, analysis, and presentation. 
• Demonstrate management capability. 
• Understand group dynamics and how teams’ function. 
• Ability to guide the team through periods of change. 
• Strong verbal and written communication skills 
• Ability to address and resolve interpersonal conflicts within the team. 
• English and French language fluency