Team Manager: Frontline Service Leader

ibex; Tagbilaran; Vor Ort; PHP 600.000 - 900.000; Vollzeit

Zusammenfassung

ibex is seeking a Team Manager to guide and motivate a contact center team to meet service levels and client expectations. You will drive performance metrics, coach agents, and ensure timely issue resolution while maintaining records and spearheading training.

The role requires strong communication, leadership and analytical skills, and the ability to adapt to a dynamic environment while fostering a positive team culture.

Qualifikationen

• Strong oral and written communication skills.
• Proven leadership, coaching and people management ability.
• Ability to analyze data and drive performance improvements.
• Collaborative team player with customer service mindset.

Aufgaben

• Provide direction to achieve key performance metrics and service levels.
• Measure, report and communicate metric attainment for the team.
• Ensure timely communication of client and campaign issues to Site Operations Manager.
• Coach and develop agents to expand skills and promotions.
• Monitor performance, address issues using performance management techniques.
• Maintain current records for direct reports and supervise training needs.
• Lead and participate in regular team meetings and escalate issues as needed.

Kenntnisse

Oral communication

Leadership

Interpersonal skills

Analytical skills

Jobbeschreibung

ibex is seeking a Team Manager to guide and motivate a contact center team to meet service levels and client expectations. You will drive performance metrics, coach agents, and ensure timely issue resolution while maintaining records and spearheading training.

The role requires strong communication, leadership and analytical skills, and the ability to adapt to a dynamic environment while fostering a positive team culture.