Team Manager | Outbound Program | Pooling | Davao-Felcris

Ibex Limited; Davao City; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Ibex Limited in Davao City is seeking a Team Manager to lead the account, motivate the team and ensure professional handling of calls to meet service levels.

You will provide direction, monitor metrics, coach agents, and coordinate with Site Operations to resolve issues and maintain high standards of customer service. This role requires strong leadership and communication in a fast-paced environment at the Davao Felcris site.

Qualifications

• At least 1 year of related field experience.
• Outbound BPO experience of at least 6 months.
• Amenable to work at Davao-Felcris site.

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
• 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

Skills

People leadership

Coaching

Performance management

Call center metrics

Communication skills

Team coordination

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

Experience:

• At least 1 year experience in the related field


• Must have at least 6 months of outbound experience in BPO


• Amenable to work in Davao-Felcris site

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