Retail Account Team Lead & Performance Coach

ibex; Philippines; On-site; PHP 600,000 - 800,000; Full time

Job summary

ibex in the Philippines is seeking a Team Manager to lead, motivate and coordinate the account to meet service levels and ensure calls are handled professionally.

You will provide direction, coach agents, monitor performance, report metrics, and escalate issues as needed, while maintaining records and supporting training. The role demands strong communication and leadership in a fast-paced contact center environment.

Qualifications

• Minimum 1 year of experience in supervising teams.
• Experience in contact center performance metrics is preferred.
• Strong leadership and coaching abilities.

Responsibilities

• Provides direction and guidance to guarantee achievement of key performance metrics.
• Measures, reports and communicates metric goal attainment for the team.
• Ensures timely communication of client and campaign issues to operations.
• Coaches, mentors and develops agents for skills expansion and promotion.
• Monitors and resolves performance/behavior/attendance issues.
• Maintains employee records for direct reports.
• Resolves escalated customer issues and holds regular team meetings.
• Supports training needs of subordinates and operational modifications as needed.

Skills

Leadership

Coaching

Communication

Analytical skills

Team player

Employee motivation

Job description

ibex in the Philippines is seeking a Team Manager to lead, motivate and coordinate the account to meet service levels and ensure calls are handled professionally.

You will provide direction, coach agents, monitor performance, report metrics, and escalate issues as needed, while maintaining records and supporting training. The role demands strong communication and leadership in a fast-paced contact center environment.