Performance-Driven Support Team Lead

ibex; Davao City; On-site; PHP 469,000 - 737,000; Full time

Job summary

The ibex team in the Philippines is seeking a Team Manager to lead and motivate a group of customer support agents, ensuring service levels and quality are met. You will drive performance, coach individuals, and manage daily operations to deliver excellent customer experiences.

You will coach, monitor, and develop staff, conduct regular team meetings, and escalate issues when needed to Site Operations. Strong leadership and data-driven decision making are essential for success.

Qualifications

• Minimum 1 year experience in the related field.
• Minimum 1 year experience as a Supervisor.

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
• Holds team meetings on a regular basis with direct reports

Skills

Communication

Leadership

Interpersonal skills

Team player

Job description

The ibex team in the Philippines is seeking a Team Manager to lead and motivate a group of customer support agents, ensuring service levels and quality are met. You will drive performance, coach individuals, and manage daily operations to deliver excellent customer experiences.

You will coach, monitor, and develop staff, conduct regular team meetings, and escalate issues when needed to Site Operations. Strong leadership and data-driven decision making are essential for success.