Pooling |Team Manager |Ibex Bohol

IBEX Global Solutions (Philippines) Inc.; Bohol; On-site; PHP 391,000 - 614,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. in the Philippines seeks a Team Manager to lead and motivate the account team, ensuring that calls are handled professionally and service levels are met.

The role focuses on coaching, monitoring performance, reporting metrics, and resolving escalations while maintaining accurate employee records and providing SME guidance to subordinates.

Qualifications

• Strong communication and leadership abilities.
• Analytical mindset with problem-solving skills.
• Ability to coach and manage agent teams.
• Calm under pressure and able to adapt to changing environments.

Responsibilities

• Provides direction to guarantee consistent achievement of key performance metrics.
• Measures, reports and communicates metric goal attainment for the assigned team.
• Ensures timely communication of client and campaign issues to Manager Site Operations.
• Monitors performance metrics and call monitoring scores for the team.
• Coaches, mentors and develops agents for skills expansion and promotion opportunities.
• Identifies and resolves performance, behavior or attendance issues using PM techniques.
• Maintains employee records for direct reports and provides SME guidance.
• Ensures training needs of subordinates are met and resources are allocated.
• Modifies operations to meet service level agreements under supervision of Operations Manager.
• Resolves escalated customer issues and holds regular team meetings.

Skills

Oral and verbal communication

Leadership and coaching

Analytical skills

Problem solving

Team player

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 skills
• Team 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