Retail Account Team Lead - Coaching & Performance

ibex; Tagbilaran; On-site; PHP 360,000 - 480,000; Full time

Job summary

ibex is seeking a Team Manager to guide and motivate an account team in achieving service levels defined by the client. You will ensure professional handling of calls while coaching agents and maintaining performance metrics.

The role focuses on directing the team, communicating issues to Site Operations, and driving continuous improvement in quality and customer service. Leadership and coaching skills are essential for success.

Qualifications

• Strong communication and leadership abilities.
• Experience coaching and developing agents.
• Ability to analyze metrics and improve performance.

Responsibilities

• Provide direction and guidance to achieve KPI targets.
• Measure, report and communicate metric attainment for the team.
• Coordinate with Site Operations to address issues and escalations.
• Coach and develop agents for skill growth and promotions.
• Monitor performance, attendance and behavior using PM techniques.
• Maintain employee records for direct reports.
• Deliver SME guidance and ensure subordinate training needs are met.
• Lead regular team meetings and drive service levels.

Skills

Communication

Leadership

Coaching

Analytical skills

Team player

Job description

ibex is seeking a Team Manager to guide and motivate an account team in achieving service levels defined by the client. You will ensure professional handling of calls while coaching agents and maintaining performance metrics.

The role focuses on directing the team, communicating issues to Site Operations, and driving continuous improvement in quality and customer service. Leadership and coaching skills are essential for success.