Customer Support Team Lead — Performance & Coaching

IBEX Global Solutions (Philippines) Inc.; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a Team Manager to lead and motivate an account team, ensuring professional handling of calls and achievement of service levels. The role focuses on coaching, mentoring, and performance management to drive KPI attainment and customer satisfaction.

The ideal candidate will guide operations, monitor metrics, address escalations, and maintain accurate records while fostering a productive team environment.

Qualifications

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

Responsibilities

• Provides direction and guidance to guarantee achievement of key performance metrics.
• Meets and reports metric goals and communicates results to the ManagerSite Operations.
• Ensures timely communication of client and campaign issues to management.
• Coaches, mentors and develops agent team for skills expansion and promotions.
• Monitors performance, behavior and attendance using prescribed techniques.
• Maintains employee records for direct reports.
• Provides subject matter expertise and training needs assessments.
• Coordinates operations to meet service level agreements under supervision.
• Resolves escalated customer issues and holds regular team meetings.

Skills

Leadership

Coaching

Communication

Analytical

Problem solving

Team player

Performance management

Job description

IBEX Global Solutions (Philippines) Inc. is seeking a Team Manager to lead and motivate an account team, ensuring professional handling of calls and achievement of service levels. The role focuses on coaching, mentoring, and performance management to drive KPI attainment and customer satisfaction.

The ideal candidate will guide operations, monitor metrics, address escalations, and maintain accurate records while fostering a productive team environment.