BPO Team Lead & Performance Coach

IBEX Global Solutions (Philippines) Inc.; Davao City; On-site; PHP 446,000 - 781,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a Team Manager to lead and coordinate a BPO account, ensuring professional handling of calls and achievement of service levels.

The role focuses on directing a team, coaching agents, and maintaining performance metrics to meet client expectations. Ideal candidates have at least 1 year in BPO customer service and supervisory roles, with willingness to work at Felcris Centrale.

Qualifications

• At least 1 year experience in the BPO Customer Service-related field.
• At least 1 year experience Supervisory role in BPO or Team Leader post.
• Must be willing to assign in Felcris Centrale.

Responsibilities

• Provides direction and guidance to guarantee consistent achievement of key performance metrics
• Achieves, measures, reports and communicates metric goal attainment for assigned team
• Ensures accurate and timely communication of client and campaign issues to Manager Site Operations
• Consistently achieves goals for number of call monitoring per week and scores for assigned team of technical support agents
• Coaches, mentors and develops agent team for skills expansion and promotional opportunities
• Monitors, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
• Maintains current employee records on direct reports
• Provides Subject Matter Expertise
• Ensures training needs of subordinates are met
• Modifies operations as needed to meet service level agreements under supervision of Operations Manager
• Resolves escalated customer issues
• Holds team meetings on a regular basis with direct reports

Skills

Leadership

Coaching

Performance management

Communication

Job description

IBEX Global Solutions (Philippines) Inc. is seeking a Team Manager to lead and coordinate a BPO account, ensuring professional handling of calls and achievement of service levels.

The role focuses on directing a team, coaching agents, and maintaining performance metrics to meet client expectations. Ideal candidates have at least 1 year in BPO customer service and supervisory roles, with willingness to work at Felcris Centrale.