Customer Support Team Lead & Coach

IBEX Global Solutions (Philippines) Inc.; Davao del Sur; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a Team Manager to lead a contact center account, guiding the team to meet service levels and quality in customer interactions.

The role emphasizes coaching, performance monitoring, and proactive issue resolution to ensure consistent client satisfaction. The position requires at least one year of supervisory experience and strong leadership, communication, and analytical skills to motivate agents, manage coaching sessions, and drive KPI

Qualifications

• Minimum 1 year experience in the related field.
• Minimum 1 year experience as a Supervisor.
• Strong leadership and coaching abilities.

Responsibilities

• Provide direction to guarantee achievement of KPI targets.
• Measure, report and communicate metric goal attainment for the team.
• Escalate client and campaign issues to Site Operations Manager as needed.
• Coach and develop agents to improve skills and promotions.
• Monitor performance, address attendance and behavior issues.

Skills

Communication

Leadership

Analytical skills

Problem solving

Team player

Job description

IBEX Global Solutions (Philippines) Inc. is seeking a Team Manager to lead a contact center account, guiding the team to meet service levels and quality in customer interactions.

The role emphasizes coaching, performance monitoring, and proactive issue resolution to ensure consistent client satisfaction. The position requires at least one year of supervisory experience and strong leadership, communication, and analytical skills to motivate agents, manage coaching sessions, and drive KPI