Performance-Driven Team Lead, Customer Support

Ibex Limited; Manila; Hybrid; PHP 600,000 - 1,000,000; Full time

Job summary

Ibex Limited in Manila is seeking a Team Manager to lead and motivate the account team, ensuring service levels are met and calls are handled professionally. You will direct performance, coach agents, and communicate with the Site Operations Manager to resolve issues.

The role requires coaching, leadership, and strong communication skills, with at least 1 year in a supervisory capacity. You will work to maintain high standards of customer service under pressure.

Qualifications

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

Responsibilities

• Provide 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

Good oral and verbal communication

Good leadership, coaching and Interper

Good analytical

Good problem solving

Team Player

Job description

Ibex Limited in Manila is seeking a Team Manager to lead and motivate the account team, ensuring service levels are met and calls are handled professionally. You will direct performance, coach agents, and communicate with the Site Operations Manager to resolve issues.

The role requires coaching, leadership, and strong communication skills, with at least 1 year in a supervisory capacity. You will work to maintain high standards of customer service under pressure.