Team Manager | Healthcare | Ibex Bohol

Ibex Limited; Tagbilaran; On-site; PHP 500,000 - 750,000; Full time

Job summary

Ibex Limited in the Philippines is seeking a Team Manager to lead and coordinate the account’s activities, ensuring calls are handled professionally and service levels are met. You will guide a team of customer support agents, set performance targets and monitor results to drive excellence in service delivery.

The role emphasizes coaching, motivation and effective communication with clients and internal teams, with duties including training, escalation management and ensuring adherence to

Qualifications

• 1+ year experience in the related field.
• At least 1 year experience as a Supervisor.
• Strong communication and problem-solving abilities.
• Ability to motivate and lead a team.

Responsibilities

• Provides direction to guarantee consistent achievement of key performance metrics.
• Meets, reports and communicates metric goal attainment for the 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.
• Holds team meetings on a regular basis with direct reports.
• Resolves escalated customer issues.
• Maintains current employee records on direct reports.
• Ensures training needs of subordinates are met.

Skills

Communication skills

Leadership and coaching

Interpersonal skills

Analytical thinking

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 skillsTeam 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