High-Impact Team Performance Manager

Ibex Limited; Manila, Hinoba-an; On-site; PHP 500,000 - 800,000; Full time

Job summary

Ibex Limited is seeking a Team Manager to lead and motivate an account team to meet service levels and ensure professional call handling. You will direct, coach and evaluate agents, drive KPIs, and resolve issues with Operations leadership.

The role requires strong leadership, communication, and analytical skills, with a focus on coaching, team development and adherence to performance standards. A results-driven, customer-focused approach is essential.

Qualifications

• Up to date management skills and understanding of employee motivation.
• Understanding of KPIs and how to drive appropriate behavior.
• Excellent coaching and performance management for agents.
• Ability to motivate teams and maintain high customer service standards.

Responsibilities

• Provides direction and guidance to guarantee consistent achievement of key performance metrics
• Achieves, measures, reports and communicates metric goal attainment for assigned team
• Ensures accurate and timely communication of client and campaign issues to Manager Site Operations
• Coaches, mentors and develops agent team for skills expansion and promotional opportunities
• 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
• Resolves escalated customer issues
• Holds team meetings on a regular basis with direct reports

Skills

Communication skills

Leadership

Interpersonal skills

Analytical skills

Problem solving

Team player

Job description

Ibex Limited is seeking a Team Manager to lead and motivate an account team to meet service levels and ensure professional call handling. You will direct, coach and evaluate agents, drive KPIs, and resolve issues with Operations leadership.

The role requires strong leadership, communication, and analytical skills, with a focus on coaching, team development and adherence to performance standards. A results-driven, customer-focused approach is essential.