Hiring |Team Manager |Ibex Bohol

ibex; Philippines; On-site; PHP 500,000 - 750,000; Full time

Job summary

ibex in the Philippines is seeking a Team Manager to lead and coordinate a contact-center team, ensuring professional handling of calls and achievement of service levels.

The role emphasizes directing, coaching, and mentoring agents, monitoring performance, and communicating with Site Operations to meet client SLAs and metrics.

Qualifications

• Minimum 1 year in a related field.
• At least 1 year of supervisory experience.

Responsibilities

• Direct and guide the team to meet performance metrics.
• Measure, report and communicate KPI attainment.
• Escalate and resolve client issues with Site Operations.
• Coach and develop agents for growth and promotions.
• Lead regular team meetings and monitor attendance.
• Maintain employee records for direct reports.
• Provide subject matter expertise to the team.
• Ensure training needs of subordinates are met.
• Adapt operations to meet SLAs under the supervision of Operations Manager.
• Resolves escalated customer issues.

Skills

Leadership

Communication

Analytics

Problem solving

Teamwork

Job description

Overview

The Team Manager is responsible for managing, motivating and coordinating the activities of the account, to reach the objectives and service levels defined by the account. Ensuring that calls are handled professionally.

Responsibilities

DUTIES AND 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
• Consistently achieves goals for number of call monitoring per week and scores for assigned team of technical support agents
• 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

Qualifications

Knowledge

• Up to date management skills and understanding of employee motivation
• Understanding of key performance indicators including the working knowledge to drive appropriate behavior

Skills

• Good oral and verbal communication skills
• Good leadership, coaching and interpersonal skills
• Good analytical skills
• Good problem solving skillsTeam Player

Abilities

• Excellent ability to coach and performance manage agents
• Ability to show eagerness to take in calls and role model behaviors that their agents can follow
• Ability to respond positively to changing environment
• Ability to motivate and encourage agents
• Ability to maintain and practice high standards of customer service
• Ability to work independently and in a team
• Ability to work under pressure

Experience:

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