Account Team Lead & Performance Coach

Ibex Limited; Tagbilaran; On-site; PHP 300,000 - 600,000; Full time

Job summary

Ibex Limited in Tagbilaran, Philippines seeks a Team Manager to lead an account, motivate the team and coordinate activities to meet service levels defined for the account. You will ensure that calls are handled professionally and guide staff to achieve targets.

The role requires strong leadership, coaching, and communication skills, with at least 1 year of supervisory experience and the ability to work in a fast-paced environment at our Tagbilaran site.

Qualifications

• Knowledge of employee motivation and performance management.
• Understanding of KPIs and how to drive behavior.
• Minimum 1 year experience in related field.
• Minimum 1 year experience as a Supervisor.

Responsibilities

• Provide direction to guarantee achievement of key performance metrics.
• Measure, report and communicate metric goal attainment.
• Communicate client and campaign issues to Manager Site Operations.
• Coach, mentor and develop the agent team for growth.
• Address performance/attendance issues using performance management techniques.
• Maintain current employee records for direct reports.
• Provide subject matter expertise.
• Ensure training needs of subordinates are met.
• Modify operations to meet service level agreements under supervision.
• Resolve escalated customer issues.
• Hold team meetings regularly.

Skills

Oral communication

Leadership

Interpersonal skills

Analytical skills

Team player

Job description

Ibex Limited in Tagbilaran, Philippines seeks a Team Manager to lead an account, motivate the team and coordinate activities to meet service levels defined for the account. You will ensure that calls are handled professionally and guide staff to achieve targets.

The role requires strong leadership, coaching, and communication skills, with at least 1 year of supervisory experience and the ability to work in a fast-paced environment at our Tagbilaran site.