Customer Support Team Leader

Ibex Limited; Manila; On-site; PHP 600,000 - 800,000; Full time

Job summary

Ibex Limited in Manila is seeking a Team Manager to lead and motivate a cadre of customer support agents, ensuring professional handling of calls and achievement of service levels. The role emphasizes coaching, performance management, and effective communication with clients and internal teams.

Responsibilities include directing teams to meet KPI targets, monitoring metrics, mentoring staff, and resolving issues while maintaining up-to-date employee records and providing SME guidance to ensure

Qualifications

• Experience in managing teams to meet KPIs.
• Strong communication and coaching abilities.
• Ability to monitor performance and provide feedback.

Responsibilities

• Provides direction to guarantee consistent KPI achievement.
• Measures and reports metric goal attainment for the team.
• Communicates client and campaign issues to Manager Site Operations.
• Maintains timely communication of issues to stakeholders.
• Coaches, mentors and develops agents for growth.
• Monitors performance and addresses attendance issues as needed.
• Maintains employee records for direct reports.
• Provides Subject Matter Expertise to the team.
• Ensures training needs are met.
• Adapts operations to meet SLAs under supervision.
• Resolves escalated customer issues.
• Leads regular team meetings with direct reports.

Skills

Communication

Leadership

Interpersonal skills

Analytical skills

Problem solving

Team player

Job description

Ibex Limited in Manila is seeking a Team Manager to lead and motivate a cadre of customer support agents, ensuring professional handling of calls and achievement of service levels. The role emphasizes coaching, performance management, and effective communication with clients and internal teams.

Responsibilities include directing teams to meet KPI targets, monitoring metrics, mentoring staff, and resolving issues while maintaining up-to-date employee records and providing SME guidance to ensure