Support Team Leader & Performance Coach

IBEX Global Solutions (Philippines) Inc.; Bohol; On-site; PHP 450,000 - 600,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. in the Philippines is seeking a Team Manager to lead and motivate an account, ensuring calls are handled professionally and service levels are met.

You will provide direction, coach subordinates, monitor performance, and collaborate with Site Operations to resolve issues and sustain high quality customer service.

This role requires strong leadership, communication, and the ability to adapt to a dynamic contact center environment.

Qualifications

• Up to date management skills and understanding of employee motivation
• Understanding of key performance indicators including the working knowledge to drive appropriate behavior

Responsibilities

• Provide 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
• Consistently achieves goals for number of call monitoring per week and scores for assigned team of technical support agents
• 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
• Provides Subject Matter Expertise
• Ensures training needs of subordinates are met
• Modifies operations as needed to meet service level agreements under supervision of Operations Manager
• Resolves escalated customer issues
• Holds team meetings on a regular basis with direct reports

Skills

Communication

Leadership & Coaching

Analytical skills

Problem solving

Team player

Job description

IBEX Global Solutions (Philippines) Inc. in the Philippines is seeking a Team Manager to lead and motivate an account, ensuring calls are handled professionally and service levels are met.

You will provide direction, coach subordinates, monitor performance, and collaborate with Site Operations to resolve issues and sustain high quality customer service.

This role requires strong leadership, communication, and the ability to adapt to a dynamic contact center environment.