Team Manager

ibex; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

ibex in Pasig, Philippines seeks a Team Manager to guide and motivate a FinTech support team, ensuring service levels and professional call handling. The role emphasizes coaching, performance management, and effective communication with clients and operations leadership.

The ideal candidate will have at least 1 year in a related field, supervisory FinTech experience in a BPO, and readiness to start immediately in a fast-paced environment. This is an on-site position at Silver City, Pasig.

Qualifications

• At least 1 year experience in the related field.
• Experience handling FinTech in supervisory level in a BPO setting.
• Amenable to work in Silver City, Pasig.
• Can start ASAP.

Responsibilities

• Provides direction and guidance to guarantee consistent achievement of key performance metrics.
• Achieves, measures, reports and communicates metric goals for the 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 and 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

Analytical

Problem solving

Team player

Job description

Locations: Pasig, Philippines

Categories: Operations

Req ID: 29754

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

Qualifications

• At least 1 year experience in the related field
• Has an experience handling FinTech in supervisory level in a BPO setting
• Amenable to work in Silver City, Pasig
• Can start ASAP