Team Manager: Customer Care & Performance Coach

ibex; Tagbilaran; Sur place; PHP 360 000 - 540 000; Plein temps

Résumé du poste

ibex is seeking a Team Manager to lead and motivate a group of account agents in a fast-paced environment. This role focuses on driving service levels and ensuring professional handling of calls, while aligning with client expectations and campaign goals.

The candidate will guide a team to achieve KPIs, monitor performance, coach staff, and manage escalations, with a strong emphasis on teamwork and continuous improvement.

Qualifications

• At least 1 year experience in the related field.
• At least 1 year experience as a Supervisor.

Responsabilités

• 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.
• 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.
• Resolves escalated customer issues.
• Holds team meetings on a regular basis with direct reports.

Connaissances

Leadership

Coaching

Communication

Analytical skills

Team player

Description du poste

ibex is seeking a Team Manager to lead and motivate a group of account agents in a fast-paced environment. This role focuses on driving service levels and ensuring professional handling of calls, while aligning with client expectations and campaign goals.

The candidate will guide a team to achieve KPIs, monitor performance, coach staff, and manage escalations, with a strong emphasis on teamwork and continuous improvement.