Team Manager |Retail | Davao-Felcris

ibex; Davao City; On-site; PHP 400,000 - 500,000; Full time

Job summary

ibex is seeking a Team Manager to lead and coordinate a dedicated group of agents, ensuring service levels and client metrics are met with professional call handling. The role focuses on coaching teams, driving performance, and maintaining high standards in customer interactions.

The Manager will provide direction, training, and supervision to achieve targets, while handling escalated issues and ensuring timely communications with clients and site operations.

Qualifications

• At least 1 year experience in the related field.
• At least 1 year experience as an Supervisor.
• Strong leadership and communication skills.
• Ability to coach and develop agents.

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
• Resolves escalated customer issues
• Holds team meetings on a regular basis with direct reports

Skills

Leadership

Coaching

Communication

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 serviceAbility 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