Team Manager l Technical Account l Cubao

IBEX Global Solutions (Philippines) Inc.; Quezon City; On-site; PHP 480,000 - 720,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. in Quezon City is seeking a capable Technical Support Supervisor to guide a team toward achieving key performance metrics and delivering excellent customer service.

The role emphasizes coaching, monitoring, and developing agents, maintaining records, and ensuring timely communication of issues to the Site Operations Manager, with a focus on meeting service level agreements.

Qualifications

• 3+ years’ Technical Support supervisory experience in a BPO environment.
• Able to work at Cyberpark site.
• Available to start ASAP.

Responsibilities

• Provide direction to achieve key performance metrics.
• Measure, report, and communicate metric goal attainment.
• Escalate client and campaign issues to the Site Ops Manager.
• Coach and develop agents for skill expansion and promotions.
• Identify and resolve performance, behavior, and attendance issues.
• Maintain employee records for direct reports.
• Provide Subject Matter Expertise.
• Ensure subordinate training needs are met.
• Support operations to meet SLAs under supervision.
• Resolve escalated customer issues.
• Hold regular team meetings with direct reports.

Skills

Coaching

Performance management

Customer service

Team leadership

Adaptability

Under pressure

Job description

DUTIES AND RESPONSIBILITIES:

• Provides direction and guidance to 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 report

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

• Must have minimum of 3 years of Technical Support experience in supervisory level in BPO setting

• Amenable to work in Cyberpark site

• Can start ASAP