Customer Support Team Lead & Performance Coach

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

Job summary

ibex Manila is looking for a Team Manager to lead, motivate and coordinate the activities of the account team to meet service levels and client expectations. You will ensure calls are handled professionally and that escalated issues are resolved efficiently.

The role requires strong leadership, coaching and communication skills, with at least one year of supervisory experience in a contact center. You will mentor agents and monitor performance to achieve metrics.

Qualifications

• Proven leadership and team management skills.
• Ability to drive KPIs and monitor performance metrics.
• Experience supervising a customer support or call center team.

Responsibilities

• Provides direction and guidance to guarantee KPI achievement.
• Measur es and reports metric goal attainment.
• Communicates client and campaign issues to Site Operations.
• Coaches, mentors and develops agents for growth.
• Monitors performance and addresses attendance issues.
• Maintains employee records of direct reports.
• Resolves escalated customer issues.
• Holds regular team meetings.

Skills

Leadership

Coaching

Communication

Team player

Analytical skills

Problem solving

Job description

ibex Manila is looking for a Team Manager to lead, motivate and coordinate the activities of the account team to meet service levels and client expectations. You will ensure calls are handled professionally and that escalated issues are resolved efficiently.

The role requires strong leadership, coaching and communication skills, with at least one year of supervisory experience in a contact center. You will mentor agents and monitor performance to achieve metrics.