Team Manager | Alabang

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

Job summary

ibex is seeking a Team Manager in the Philippines to lead and motivate a team of agents, ensuring service levels and KPIs are met. You will guide daily operations, provide coaching, and resolve escalations while maintaining high standards of customer service.

The role emphasizes coaching, performance management, and collaboration with the Operations Manager to adapt to changing needs and optimize team performance.

Qualifications

• Requires strong leadership and coaching abilities.
• Experience with KPIs and performance metrics is required.
• Excellent communication and interpersonal skills needed.

Responsibilities

• Provides direction and guidance to ensure achievement of KPI targets.
• Measurably reports and communicates metric attainment for the team.
• Escalates and resolves customer issues with manager oversight.
• Coaches and develops agents for skills growth and advancement.
• Maintains employee records for direct reports and provides SME input.
• Ensures training needs of subordinates are met and supports coaching.

Skills

Oral communication

Verbal communication

Leadership

Coaching

Interpersonal skills

Analytical skills

Problem solving

Team player

Job description

Locations: Muntinlupa, Philippines

Categories: Operations

Req ID: 29410

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