Customer Support Team Lead — Performance & Coaching

Ibex Limited; Manila; On-site; PHP 420,000 - 660,000; Full time

Job summary

Ibex Limited seeks an Interim Team Manager to lead a contact center account, motivate staff, and coordinate activities to achieve service levels.

You will guide agents, monitor performance, coach for growth, address issues, and ensure timely communication with the Site Operations Manager.

This role requires strong leadership, excellent communication, and the ability to adapt to changing environments while maintaining high customer service standards.

Qualifications

• Minimum 1 year in management or supervisory role in related field.
• Experience in contact center or customer support leadership preferred.
• Strong coaching and mentoring abilities.
• Excellent communication and problem-solving skills.

Responsibilities

• Direct and guide a team to achieve performance metrics.
• Monitor call quality and SLA compliance.
• Coach agents and identify promotional opportunities.
• Address escalated customer issues.
• Maintain accurate records for direct reports.
• Conduct regular team meetings.

Skills

Leadership

Coaching

Communication

Analytical skills

Team player

Job description

Ibex Limited seeks an Interim Team Manager to lead a contact center account, motivate staff, and coordinate activities to achieve service levels.

You will guide agents, monitor performance, coach for growth, address issues, and ensure timely communication with the Site Operations Manager.

This role requires strong leadership, excellent communication, and the ability to adapt to changing environments while maintaining high customer service standards.