Customer Support Team Leader

ibex; Philippines; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

ibex in the Philippines seeks a Team Manager to lead a customer support team, drive performance and ensure service levels. You will motivate staff, monitor metrics and coordinate with site operations to deliver quality outcomes.

The ideal candidate has at least one year of supervisory experience, strong communication, leadership and problem-solving skills, and a collaborative mindset to support agents and meet client expectations.

Qualifications

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

Responsibilities

• Provides direction to guarantee achievement of key performance metrics.
• Meets and reports metric goal attainment for the assigned team.
• Communicates client and campaign issues to Manager Site Operations.
• Ensures call monitoring goals and coaching scores for the team.
• Coaches and develops agents for skill expansion and promotions.
• Identifies and resolves performance/attendance issues using PM techniques.
• Maintains employee records for direct reports.
• Ensures training needs of subordinates are met.
• Modifies operations to meet service levels under supervision of Operations Manager.
• Resolves escalated customer issues.
• Holds regular team meetings with direct reports.

Skills

Oral communication

Leadership

Analytical skills

Problem solving

Team player

Job description

ibex in the Philippines seeks a Team Manager to lead a customer support team, drive performance and ensure service levels. You will motivate staff, monitor metrics and coordinate with site operations to deliver quality outcomes.

The ideal candidate has at least one year of supervisory experience, strong communication, leadership and problem-solving skills, and a collaborative mindset to support agents and meet client expectations.