Team Manager

Ibex Limited; Tagbilaran; Hybrid; PHP 600,000 - 800,000; Full time

Job summary

Ibex Limited in the Philippines seeks a Team Manager to lead the customer support account, drive service levels, and motivate the team to handle calls professionally.

You will coach agents, monitor performance, report metrics, and resolve issues while maintaining high customer service standards, reporting to the Site Operations Manager.

Qualifications

• Up to date management skills and understanding of employee motivation.
• Strong knowledge of performance metrics and how to drive behavior.
• Ability to coach and develop agents to improve performance.
• Experience in supervising contact center teams and meeting SLAs.

Responsibilities

• Provide direction to guarantee achievement of key performance metrics.
• Achieve, measure, report and communicate metric goal attainment for the team.
• Communicate client and campaign issues to Manager Site Operations.
• Coach, mentor, and develop agents for skill expansion and promotions.
• Identify and resolve performance/attendance issues using prescribed techniques.
• Maintain employee records for direct reports.
• Provide Subject Matter Expertise and training for subordinates.
• Adjust operations to meet SLAs under supervision of Operations Manager.
• Resolve escalated customer issues and lead regular team meetings.

Skills

Oral communication

Leadership

Interpersonal skills

Analytical thinking

Team player

Job description

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