Retail Team Lead & Performance Coach

ibex

Quezon City

On-site

PHP 720,000 - 1,020,000

Full time

7 days ago

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Job summary

ibex is seeking a Team Manager in Metro Manila to lead and motivate a team of agents, ensuring service levels and KPIs are met with professional call handling. The role requires guiding performance, coaching, and coordinating with Site Operations to address client issues and optimize campaigns.

The ideal candidate will have at least 1 year of supervisory experience, strong leadership and communication skills, and the ability to work under pressure while maintaining high customer service

Qualifications

At least 1 year of experience in the related field.
At least 1 year of experience as a Supervisor.

Responsibilities

Provide direction to guarantee achievement of key performance metrics.
Measure, report and communicate metric attainment for the team.
Communicate client and campaign issues to Manager Site Operations.
Coach, mentor and develop agents for skills expansion and promotional opportunities.
Monitor and resolve performance/behavior/attendance issues using prescribed techniques.
Maintain current employee records on direct reports.
Provide subject matter expertise.
Ensure training needs of subordinates are met.
Modify operations to meet service level agreements under supervision of Operations Manager.
Resolve escalated customer issues.
Hold team meetings on a regular basis with direct reports.

Skills

Leadership

Coaching

Communication

Analytical

Problem solving

Team player

Job description

The ideal candidate will have at least 1 year of supervisory experience, strong leadership and communication skills, and the ability to work under pressure while maintaining high customer service

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