Customer Support Team Leader & Coach

Ibex; Pasig; On-site; PHP 480,000 - 640,000; Full time

Job summary

Ibex in the Philippines (Metro Manila, Pasig) seeks a Team Manager to align a team’s activities with client goals and service levels. You will guide and motivate agents, monitor performance metrics, and ensure professional handling of calls.

The role emphasizes coaching, timely escalation resolution, and ongoing team development under a structured operations framework. A candidate with supervisory experience will thrive in this environment.

Qualifications

• 1+ year experience in a related field
• At least 1 year experience as a Supervisor
• Strong leadership and coaching abilities

Responsibilities

• Provides direction to guarantee achievement of key performance metrics
• Measurers and reports metric goal attainment for the assigned team
• Communicates client and campaign issues to Manager Site Operations
• Coaches and develops agent team for skills expansion and promotion
• Identifies and resolves performance/attendance issues with performance management techniques
• Maintains employee records for direct reports
• Resolves escalated customer issues
• Holds regular team meetings with direct reports

Skills

Leadership

Coaching

Communication

Analytical

Tools

MS Office

Call monitoring tools

Job description

Ibex in the Philippines (Metro Manila, Pasig) seeks a Team Manager to align a team’s activities with client goals and service levels. You will guide and motivate agents, monitor performance metrics, and ensure professional handling of calls.

The role emphasizes coaching, timely escalation resolution, and ongoing team development under a structured operations framework. A candidate with supervisory experience will thrive in this environment.