Retail Team Leader & Performance Coach

ibex; Davao City; On-site; PHP 400,000 - 500,000; Full time

Job summary

ibex is seeking a Team Manager to lead and coordinate a dedicated group of agents, ensuring service levels and client metrics are met with professional call handling. The role focuses on coaching teams, driving performance, and maintaining high standards in customer interactions.

The Manager will provide direction, training, and supervision to achieve targets, while handling escalated issues and ensuring timely communications with clients and site operations.

Qualifications

• At least 1 year experience in the related field.
• At least 1 year experience as an Supervisor.
• Strong leadership and communication skills.
• Ability to coach and develop agents.

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
• 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
• Resolves escalated customer issues
• Holds team meetings on a regular basis with direct reports

Skills

Leadership

Coaching

Communication

Analytical skills

Team player

Job description

ibex is seeking a Team Manager to lead and coordinate a dedicated group of agents, ensuring service levels and client metrics are met with professional call handling. The role focuses on coaching teams, driving performance, and maintaining high standards in customer interactions.

The Manager will provide direction, training, and supervision to achieve targets, while handling escalated issues and ensuring timely communications with clients and site operations.