Team Lead & Performance Coach - Customer Support

ibex; Philippines; Sur place; PHP 502 000 - 725 000; Plein temps

Résumé du poste

ibex in the Philippines is seeking a Team Manager to lead and motivate a customer care team. You will coordinate activities, ensure service levels, coach agents and liaise with site operations to resolve issues.

Responsibilities include guiding performance metrics, monitoring call quality, maintaining records, and fostering a culture of professional service. The ideal candidate has at least 1 year supervisory experience and strong leadership and communication skills.

Qualifications

• Up to date management skills and understanding of employee motivation.
• Understanding of key performance indicators including the working knowledge to drive appropriate behavior.
• Good oral and verbal communication skills.
• Good leadership, coaching and interpersonal skills.
• Good analytical skills.
• Good problem solving skills.
• Team Player.
• Excellent ability to coach and performance manage agents.
• Ability to show eagerness to take in calls and role model behaviors that their agents can follow.
• Ability to respond positively to changing environment.
• Ability to motivate and encourage agents.
• Ability to maintain and practice high standards of customer service.
• Ability to work independently and in a team.
• Ability to work under pressure.

Responsabilités

• 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.
• 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.]
• CoT_job_summary_short
• job_summary_short
• COMPANY NAME: ibexKEY POINTS: Team leadership, KPI management, coaching and escalation handling
• <p>ibex in the Philippines is seeking a Team Manager to lead and motivate a customer care team. You will coordinate activities, ensure service levels, coach agents and liaise with site operations to resolve issues.</p><p>Responsibilities include guiding performance metrics, monitoring call quality, maintaining records, and fostering a culture of professional service. The ideal candidate has at least 1 year supervisory experience and strong leadership and communication skills.</p>
• contract_type
• fulltime
• location_type
• on site
• remote_scope
• null
• perks
• []
• stated_min
• null
• stated_max
• null
• stated_absolute
• null
• salary_estimation_cot
• Team Manager in the Philippines: typical gross monthly range PHP 45000–65000, depending on scope.
• estimated_low
• 45000
• estimated_medium
• 55000
• estimated_high
• 65000
• currency
• PHP
• frequency
• monthly
• bonus
• null
• tax
• gross
• application_email
• null
• job_end_date
• null
• contact_person
• null
• hiring_department_name
• null

Connaissances

Oral communication

Leadership

Interpersonal skills

Analytical skills

Problem solving

Team player

Description du poste

ibex in the Philippines is seeking a Team Manager to lead and motivate a customer care team. You will coordinate activities, ensure service levels, coach agents and liaise with site operations to resolve issues.

Responsibilities include guiding performance metrics, monitoring call quality, maintaining records, and fostering a culture of professional service. The ideal candidate has at least 1 year supervisory experience and strong leadership and communication skills.