Team Manager | Paranaque

ibex; Parañaque; On-site; PHP 450,000 - 600,000; Full time

Job summary

ibex Philippines is seeking a Team Manager to lead and motivate the account team, ensuring service levels and KPI targets are met. You will supervise performance, provide guidance, and foster a culture of professional client service.

The role emphasizes coaching, mentoring, and developing agents, resolving escalations, and reporting metric attainment. You will work closely with the Operations Manager and hold regular team meetings to drive continuous improvement and maintain quality standards.

Qualifications

• Up-to-date management skills and understanding of employee motivation.
• Understanding of key performance indicators and how to drive appropriate behavior.

Responsibilities

• Provide direction to guarantee consistent achievement of key performance metrics.
• Measure, report and communicate metric goal attainment for the assigned team.
• Ensure accurate and timely communication of client and campaign issues to Manager Site Operations.
• Ensure the team consistently achieves goals for call monitoring and quality scores.
• Coach, mentor and develop agents for skill expansion and promotions.
• Monitor and resolve performance/behavior/attendance issues.
• Maintain current employee records for direct reports.
• Provide subject matter expertise to the team.
• Ensure training needs of subordinates are met.
• Adjust operations to meet service levels under supervision of Operations Manager.
• Resolve escalated customer issues.
• Hold regular team meetings with direct reports.

Skills

Leadership

Communication

Analytical

Problem solving

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 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
• At least 1 year experience as an Supervisor