Team Manager | Retail Account | IBEX Bohol

ibex; Philippines; On-site; PHP 600,000 - 800,000; Full time

Job summary

ibex in the Philippines is seeking a Team Manager to lead, motivate and coordinate the account to meet service levels and ensure calls are handled professionally.

You will provide direction, coach agents, monitor performance, report metrics, and escalate issues as needed, while maintaining records and supporting training. The role demands strong communication and leadership in a fast-paced contact center environment.

Qualifications

• Minimum 1 year of experience in supervising teams.
• Experience in contact center performance metrics is preferred.
• Strong leadership and coaching abilities.

Responsibilities

• Provides direction and guidance to guarantee achievement of key performance metrics.
• Measures, reports and communicates metric goal attainment for the team.
• Ensures timely communication of client and campaign issues to operations.
• Coaches, mentors and develops agents for skills expansion and promotion.
• Monitors and resolves performance/behavior/attendance issues.
• Maintains employee records for direct reports.
• Resolves escalated customer issues and holds regular team meetings.
• Supports training needs of subordinates and operational modifications as needed.

Skills

Leadership

Coaching

Communication

Analytical skills

Team player

Employee motivation

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