Team Lead: Customer Support & Performance Coach

Ibex Limited; Manila, Hinoba-an; On-site; PHP 500,000 - 900,000; Full time

Job summary

Ibex Limited in Manila seeks a Team Manager to lead our customer support team. You will guide, motivate, and coordinate activities to meet service levels while ensuring calls are handled professionally.

You will coach agents, monitor performance metrics, and drive continuous improvement. The role requires strong leadership, communication, and problem-solving skills, with at least one year of supervisory experience.

Qualifications

• Minimum 1 year experience in the related field.
• Minimum 1 year experience as a Supervisor.
• Strong knowledge of performance management and metrics.

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
• Modifies operations as needed to meet service level agreements under supervision of Operations Manager
• Provides Subject Matter Expertise
• Ensures training needs of subordinates are met

Skills

Communication skills

Leadership

Analytical skills

Problem solving

Team player

Job description

Ibex Limited in Manila seeks a Team Manager to lead our customer support team. You will guide, motivate, and coordinate activities to meet service levels while ensuring calls are handled professionally.

You will coach agents, monitor performance metrics, and drive continuous improvement. The role requires strong leadership, communication, and problem-solving skills, with at least one year of supervisory experience.