Team Manager

ibex; Manila; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

ibex in Mandaluyong, Philippines, seeks a Team Manager to lead a contact center team, motivating and coordinating activities to reach service levels defined by the account. You will ensure that calls are handled professionally and drive performance across metrics.

The role emphasizes coaching, real-time problem solving, and ensuring training needs are met while maintaining up-to-date employee records and reporting on team performance to the Operations Manager.

Qualifications

• Must demonstrate current management and motivation techniques.
• Understanding of KPIs and how to drive appropriate behavior.
• Proven ability to coach and manage performance.

Responsibilities

• Provides direction and guidance to guarantee consistent achievement of key performance metrics
• Analyzes, reports and communicates metric goal attainment for the team
• Ensures timely communication of client and campaign issues to the Manager Site Operations
• Maintains weekly call monitoring goals and score targets for the team
• Coaches, mentors and develops agents for skills expansion and promotions
• Monitors and addresses performance, behavior and attendance issues
• Maintains current employee records for direct reports
• Provides Subject Matter Expertise to the team
• Ensures training needs of subordinates are met
• Modifies operations to meet service levels under supervision
• Resolves escalated customer issues
• Holds regular team meetings with direct reports

Skills

Good oral and verbal communication

Leadership and coaching

Analytical skills

Problem solving

Team player

Job description

Locations: Mandaluyong, Philippines

Categories: Operations

Req ID: 28927

Overview

The Team Manager is responsible for managing, motivating and coordinating the activities of the account, to reach the objectives and service levels defined by the account. Ensuring that calls are handled professionally.

Responsibilities

DUTIES AND 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
• 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

Qualifications

Knowledge

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

Skills

• Good oral and verbal communication skills
• Good leadership, coaching and interpersonal skills
• Good analytical skills
• Good problem solving skills
• Team Player

Abilities

• 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

Experience:

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