Contact Center Team Leader & Performance Coach

Ibex Limited; Davao City; On-site; PHP 502,000 - 725,000; Full time

Job summary

Ibex Limited in Davao City is seeking a Team Manager to guide and motivate a group of customer service agents, ensuring service levels are met and calls are handled professionally, with a focus on consistent performance.

You will provide direction, monitor metrics, coach agents, resolve escalations, and communicate client issues to the Site Operations Manager, while maintaining high standards of service and teamwork in a fast-paced environment.

Qualifications

• At least 1 year experience in the related field.
• At least 1 year experience as a Supervisor.

Responsibilities

• Provide direction and guidance to guarantee consistent achievement of key performance metrics.
• Achieve, measure, report and communicate metric goal attainment for the assigned team.
• Ensure timely communication of client and campaign issues to Manager Site Operations.
• Maintain weekly call monitoring targets and assess team scores for technical support agents.
• Coach, mentor and develop the agent team for skills expansion and promotions.
• Identify and address performance/behavior/attendance issues via performance management techniques.
• Maintain accurate records for direct reports and provide SME input.
• Ensure training needs of subordinates are met.
• Adapt operations to meet service levels under Operations Manager supervision.
• Resolve escalated customer issues and hold regular team meetings.

Skills

Leadership

Communication

Analytical skills

Problem solving

Team player

Job description

Ibex Limited in Davao City is seeking a Team Manager to guide and motivate a group of customer service agents, ensuring service levels are met and calls are handled professionally, with a focus on consistent performance.

You will provide direction, monitor metrics, coach agents, resolve escalations, and communicate client issues to the Site Operations Manager, while maintaining high standards of service and teamwork in a fast-paced environment.