Team Manager (Operations / Service Delivery)

TL;DR

Team Manager (Operations / Service Delivery): Leading a team of agents to meet performance targets and deliver exceptional customer experiences with an accent on operational governance and client relationship management. Focus on driving continuous improvement, managing change initiatives, and developing team leadership capabilities.

Location: Comfortable working on-site in a 24x5 environment with rotational shifts and weekly offs.

Salary: $46,204 – $86,000 per year, depending on experience and qualifications

Company

hirify.global is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era.

What you will do

• Manage, coach, and develop a team of agents and Team Leads to meet and exceed performance targets.
• Own end-to-end delivery of program-level KPIs including CSAT, AHT, and FCR.
• Manage client relationships, providing performance insights and driving alignment on goals.
• Lead transitions, process changes, and transformation initiatives with minimal disruption to operations.
• Drive continuous improvement and efficiency initiatives with a strong ownership and business mindset.

Requirements

• Graduate in any discipline (Commerce, Arts, Science, or Engineering).
• 10+ years of experience in Operations, Back-Office Support, or Service Delivery.
• Minimum 2–4 years in a direct team management or supervisory role.
• Advanced proficiency in Microsoft Excel and PowerPoint, including functions, pivot tables, and data reporting.
• Excellent written and verbal communication skills with a proactive, positive approach.
• Comfortable working on-site in a 24x5 environment with rotational shifts and weekly offs.

Nice to have

• Background in IT Services, Telecom, Financial Services, Vendor or Workforce Management, or Global Shared Services.

Culture & Benefits

• Comprehensive benefits package including Medical, Dental, Vision & Life Insurance.
• Paid Holidays and Paid Time Off (PTO).
• 401(k) Plan with Contributions.
• Short-term & Long-term Disability Coverage.
• Paid Parental Leave.
• Employee Stock Purchase Plan.

Hiring process

• Resume Screening — Eligibility and background review.
• AMCAT Assessment — Evaluates logical ability, quantitative reasoning, English comprehension, and behavioral skills.
• VERSANT Assessment — English communication proficiency assessment to ensure global communication standards are met.
• Competency Interview — Structured interview against the core competency framework.