Finance Team Leader: KPI-Driven Coaching & Operations

IBEX Global Solutions (Philippines) Inc.; Parañaque; On-site; PHP 40,000 - 60,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. seeks a Team Manager to lead and motivate the account team, ensuring service levels and professional call handling. The role focuses on directing daily operations, coaching agents, and driving improvements to meet performance metrics.

You will monitor performance, resolve issues, and hold regular team meetings while ensuring accurate records and SOP adherence. A supervisory background and strong communication are essential.

Qualifications

• Minimum 1 year experience as a supervisor.
• At least 1 year experience in the related field.
• Proven ability to motivate and coach teams.

Responsibilities

• Provides direction and guidance to guarantee consistent achievement of key performance metrics.
• Achieves, measures, reports and communicates metric goal attainment for assigned team.
• Resolves escalated customer issues.
• Holds team meetings with direct reports.
• Coaches, mentors and develops agent team for skills expansion.
• Monitors, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
• Maintains current employee records on direct reports.
• Provides Subject Matter Expertise.
• Ensures training needs of subordinates are met.
• Modifies operations as needed to meet service level agreements under supervision of Operations Manager.

Skills

Team leadership

Coaching & mentoring

Communication skills

Performance management

Analytical skills

Problem solving

Team player

Call center operations

Job description

IBEX Global Solutions (Philippines) Inc. seeks a Team Manager to lead and motivate the account team, ensuring service levels and professional call handling. The role focuses on directing daily operations, coaching agents, and driving improvements to meet performance metrics.

You will monitor performance, resolve issues, and hold regular team meetings while ensuring accurate records and SOP adherence. A supervisory background and strong communication are essential.