Healthcare Team Lead & Performance Coach

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

Job summary

ibex is seeking a Team Manager in Pasig to lead and motivate a team of agents, ensuring service levels and professional handling of calls. You will drive KPI attainment, provide direction, and coordinate with site operations to resolve issues and improve performance.

The role emphasizes coaching, monitoring attendance, and maintaining robust team communications to meet client expectations and SLA targets.

Qualifications

• Up-to-date management skills and understanding of KPI metrics.
• Strong oral and written communication, leadership and interpersonal abilities.
• Ability to coach and performance manage agents.

Responsibilities

• Provides direction and guidance to guarantee consistent achievement of key performance metrics.
• Achieves, measures, reports and communicates metric goal attainment for assigned team.
• Coaches, mentors and develops agent team for skills expansion and promotional opportunities.
• Monitors and resolves performance/behavior/attendance issues using prescribed techniques.
• Holds team meetings and maintains records for direct reports.

Skills

Leadership

Communication

Coaching

Analytical skills

Problem solving

Team player

Under pressure

Job description

ibex is seeking a Team Manager in Pasig to lead and motivate a team of agents, ensuring service levels and professional handling of calls. You will drive KPI attainment, provide direction, and coordinate with site operations to resolve issues and improve performance.

The role emphasizes coaching, monitoring attendance, and maintaining robust team communications to meet client expectations and SLA targets.