Team Manager - Collections

ibex; Philippines; On-site; PHP 550,000 - 850,000; Full time

Job summary

ibex, a Philippines-based contact center, seeks a Team Manager to lead a group of technical support agents in Shaw, Mandaluyong. You will coach, monitor and motivate the team to meet service levels and client objectives, while escalating issues and driving continuous improvement across operations.

You will role-model professional call handling, performance management, and cross-functional collaboration with Site Operations, to ensure consistent quality and customer satisfaction.

Qualifications

• Minimum 1 year experience in a related field.
• Must have Collections Experience in supervisory level in BPO setting.
• Amenable to work in Shaw, Mandaluyong site.
• Can start ASAP.

Responsibilities

• Provides direction and guidance to guarantee achievement of key performance metrics.
• Measures, reports and communicates metric goal attainment for the team.
• Ensures accurate and timely communication of client and campaign issues to Site Operations Manager.
• Coaches, mentors and develops agents for skills expansion and promotion opportunities.
• Monitors and resolves performance, attendance or behavior issues using prescribed techniques.
• Maintains records for direct reports and provides SME input.
• Ensures subordinate training needs are met.
• Adjusts operations to meet service level agreements under supervision.
• Resolves escalated customer issues.
• Holds regular team meetings with direct reports.

Skills

Good oral and verbal communication

Leadership and coaching

Interpersonal skills

Analytical skills

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 Colletctions Experience in supervisory level in BPO setting
• Amenable to work in Shaw, Mandaluyongsite
• Can start ASAP