Team Manager | Retail Account | IBEX Bohol

ibex; Tagbilaran; On-site; PHP 360,000 - 480,000; Full time

Job summary

ibex is seeking a Team Manager to guide and motivate an account team in achieving service levels defined by the client. You will ensure professional handling of calls while coaching agents and maintaining performance metrics.

The role focuses on directing the team, communicating issues to Site Operations, and driving continuous improvement in quality and customer service. Leadership and coaching skills are essential for success.

Qualifications

• Strong communication and leadership abilities.
• Experience coaching and developing agents.
• Ability to analyze metrics and improve performance.

Responsibilities

• Provide direction and guidance to achieve KPI targets.
• Measure, report and communicate metric attainment for the team.
• Coordinate with Site Operations to address issues and escalations.
• Coach and develop agents for skill growth and promotions.
• Monitor performance, attendance and behavior using PM techniques.
• Maintain employee records for direct reports.
• Deliver SME guidance and ensure subordinate training needs are met.
• Lead regular team meetings and drive service levels.

Skills

Communication

Leadership

Coaching

Analytical skills

Team player

Job description

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.

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

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
• 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