Contact Center Team Leader & Coach

ibex; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

ibex in the Philippines seeks a Team Manager to lead, motivate, and coordinate the account's activities to achieve defined service levels. The role focuses on directing performance, coaching agents, and maintaining high standards of customer service.

Responsibilities include monitoring KPIs, guiding calls handling, and ensuring timely communication with the Manager Site Operations. Experience in supervising a contact center team is required.

Qualifications

• Strong communication skills with clear spoken and written English.
• Proven leadership with ability to coach and guide a team.
• Ability to analyze metrics and drive behaviors to meet targets.
• Excellent interpersonal skills and teamwork.

Responsibilities

• Provide direction to guarantee achievement of KPIs for the team.
• Measure, report, and communicate metric goal attainment for the team.
• Ensure timely communication of client and campaign issues to Manager Site Operations.
• Coach and develop agents to improve skills and promotions.
• Monitor performance and resolve attendance or behavior issues using PM techniques.
• Maintain records for direct reports and provide subject matter expertise.
• Ensure training needs of subordinates are met.
• Adjust operations to meet service level agreements under supervision.
• Resolve escalated customer issues and conduct regular team meetings.

Skills

Communication

Leadership

Coaching

Interpersonal skills

Analytical skills

Problem solving

Job description

ibex in the Philippines seeks a Team Manager to lead, motivate, and coordinate the account's activities to achieve defined service levels. The role focuses on directing performance, coaching agents, and maintaining high standards of customer service.

Responsibilities include monitoring KPIs, guiding calls handling, and ensuring timely communication with the Manager Site Operations. Experience in supervising a contact center team is required.