Retail Account Team Leader & KPI Coach

Ibex Limited; Hinoba-an; On-site; PHP 600,000 - 900,000; Full time

Job summary

Ibex Limited is seeking a Team Manager to lead and motivate an account team, ensuring professional handling of calls and achievement of service levels. You will guide the team to meet KPI targets while coaching and mentoring agents in a fast-paced environment.

The role requires strong communication, leadership, and analytical abilities, with a focus on maintaining high customer service standards and team performance under supervision.

Qualifications

• Strong management and people-handling skills.
• Understanding of KPIs and how to drive performance.
• Proven ability to coach and mentor agents.
• Comfort with adapting to changing environments.

Responsibilities

• Provides direction to guarantee achievement of performance metrics.
• Measures and reports on metric goal attainment for the team.
• Communicates client and campaign issues to Site Operations Manager.
• Coaches and develops agents for skills expansion and promotions.
• Monitors performance and addresses attendance issues.

Skills

Oral communication

Leadership

Interpersonal skills

Analytical skills

Problem solving

Team player

Job description

Ibex Limited is seeking a Team Manager to lead and motivate an account team, ensuring professional handling of calls and achievement of service levels. You will guide the team to meet KPI targets while coaching and mentoring agents in a fast-paced environment.

The role requires strong communication, leadership, and analytical abilities, with a focus on maintaining high customer service standards and team performance under supervision.