Contact Center Team Coach & Performance Lead

Ibex Limited; Manila, Hinoba-an; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Ibex Limited in Manila is seeking a Team Manager to lead, motivate and coordinate the activities of the account, ensuring calls are handled professionally to meet service levels.

You will direct teams to hit KPI targets, monitor performance metrics, coach and develop agents, address issues, maintain records, and coordinate training under the supervision of the Operations Manager. Strong leadership and communication skills are essential.

Qualifications

• Experience in leading a team to achieve defined KPIs.
• Ability to communicate clearly with clients and internal teams.
• Proven track record in coaching and developing agents.

Responsibilities

• Provides direction 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.
• Coaches, mentors and develops agent team for skills expansion and promotional opportunities.
• Monitors, identifies and resolves 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

Communication

Analytical skills

Problem solving

Job description

Ibex Limited in Manila is seeking a Team Manager to lead, motivate and coordinate the activities of the account, ensuring calls are handled professionally to meet service levels.

You will direct teams to hit KPI targets, monitor performance metrics, coach and develop agents, address issues, maintain records, and coordinate training under the supervision of the Operations Manager. Strong leadership and communication skills are essential.