Team Manager - Collections

IBEX Global Solutions (Philippines) Inc.; Mandaluyong; On-site; PHP 600,000 - 900,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a Team Manager to lead the account, motivate the team, and coordinate activities to reach defined service levels and ensure professional call handling.

The role requires coaching, performance management and strong communication to drive metrics, with oversight of training and escalated issues. The ideal candidate will guide a team of agents, monitor performance, and adapt operations to meet SLAs under the supervision of Site Operations,

Qualifications

• Strong verbal and written communication skills.
• Ability to coach, mentor and develop agents.
• Analytical mindset with data-driven decision making.
• Effective problem-solving and conflict resolution skills.
• Collaborative mindset and team-oriented.

Responsibilities

• Provides direction and guidance to guarantee achievement of key performance metrics.
• Measures and reports metric goal attainment for the assigned team.
• Communicates client and campaign issues to Operations management.
• Coaches and develops agents for skills expansion and promotions.
• Manages training needs and ensures adherence to service levels.

Skills

Communication

Leadership

Analytical

Problem solving

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

Qualifications

• At least 1 year experience in the related field
• Must have at least 1 year of Technical Support experience in supervisory level in BPO setting
• Amenable to work in Cyberpark site
• Can start ASAP