Team Leader: Customer Support & Performance Coach

IBEX Global Solutions (Philippines) Inc.; Davao del Sur; On-site; PHP 446,000 - 781,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a Team Manager to lead and motivate the account, ensuring calls are handled professionally and service levels are met. You will direct, coach and monitor performance, drive KPI attainment, and manage escalations while maintaining accurate records.

You will also develop agents, address performance and attendance issues, and coordinate with Site Operations to optimize operations and client satisfaction.

Qualifications

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

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
• 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

Good oral and verbal communication

Leadership coaching interpersonal

Analytical skills

Problem solving skills

Team Player

Job description

IBEX Global Solutions (Philippines) Inc. is seeking a Team Manager to lead and motivate the account, ensuring calls are handled professionally and service levels are met. You will direct, coach and monitor performance, drive KPI attainment, and manage escalations while maintaining accurate records.

You will also develop agents, address performance and attendance issues, and coordinate with Site Operations to optimize operations and client satisfaction.