Customer Support Team Lead & Performance Coach

ibex; Manila; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

ibex in Mandaluyong, Philippines, seeks a Team Manager to lead a contact center team, motivating and coordinating activities to reach service levels defined by the account. You will ensure that calls are handled professionally and drive performance across metrics.

The role emphasizes coaching, real-time problem solving, and ensuring training needs are met while maintaining up-to-date employee records and reporting on team performance to the Operations Manager.

Qualifications

• Must demonstrate current management and motivation techniques.
• Understanding of KPIs and how to drive appropriate behavior.
• Proven ability to coach and manage performance.

Responsibilities

• Provides direction and guidance to guarantee consistent achievement of key performance metrics
• Analyzes, reports and communicates metric goal attainment for the team
• Ensures timely communication of client and campaign issues to the Manager Site Operations
• Maintains weekly call monitoring goals and score targets for the team
• Coaches, mentors and develops agents for skills expansion and promotions
• Monitors and addresses performance, behavior and attendance issues
• Maintains current employee records for direct reports
• Provides Subject Matter Expertise to the team
• Ensures training needs of subordinates are met
• Modifies operations to meet service levels under supervision
• Resolves escalated customer issues
• Holds regular team meetings with direct reports

Skills

Good oral and verbal communication

Leadership and coaching

Analytical skills

Problem solving

Team player

Job description

ibex in Mandaluyong, Philippines, seeks a Team Manager to lead a contact center team, motivating and coordinating activities to reach service levels defined by the account. You will ensure that calls are handled professionally and drive performance across metrics.

The role emphasizes coaching, real-time problem solving, and ensuring training needs are met while maintaining up-to-date employee records and reporting on team performance to the Operations Manager.