Team Manager

ibex; Tagbilaran; Vor Ort; PHP 600.000 - 900.000; Vollzeit

Zusammenfassung

ibex is seeking a Team Manager to guide and motivate a contact center team to meet service levels and client expectations. You will drive performance metrics, coach agents, and ensure timely issue resolution while maintaining records and spearheading training.

The role requires strong communication, leadership and analytical skills, and the ability to adapt to a dynamic environment while fostering a positive team culture.

Qualifikationen

• Strong oral and written communication skills.
• Proven leadership, coaching and people management ability.
• Ability to analyze data and drive performance improvements.
• Collaborative team player with customer service mindset.

Aufgaben

• Provide direction to achieve key performance metrics and service levels.
• Measure, report and communicate metric attainment for the team.
• Ensure timely communication of client and campaign issues to Site Operations Manager.
• Coach and develop agents to expand skills and promotions.
• Monitor performance, address issues using performance management techniques.
• Maintain current records for direct reports and supervise training needs.
• Lead and participate in regular team meetings and escalate issues as needed.

Kenntnisse

Oral communication

Leadership

Interpersonal skills

Analytical skills

Jobbeschreibung

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.

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

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
• 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