Team Manager | Retail Account | IBEX Bohol

Ibex Limited; Hinoba-an; On-site; PHP 600,000 - 900,000; Full time

Job summary

Ibex Limited is seeking a Team Manager to lead and motivate an account team, ensuring professional handling of calls and achievement of service levels. You will guide the team to meet KPI targets while coaching and mentoring agents in a fast-paced environment.

The role requires strong communication, leadership, and analytical abilities, with a focus on maintaining high customer service standards and team performance under supervision.

Qualifications

• Strong management and people-handling skills.
• Understanding of KPIs and how to drive performance.
• Proven ability to coach and mentor agents.
• Comfort with adapting to changing environments.

Responsibilities

• Provides direction to guarantee achievement of performance metrics.
• Measures and reports on metric goal attainment for the team.
• Communicates client and campaign issues to Site Operations Manager.
• Coaches and develops agents for skills expansion and promotions.
• Monitors performance and addresses attendance issues.

Skills

Oral communication

Leadership

Interpersonal skills

Analytical skills

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