Team Manager |Retail | Davao-Felcris

ibex; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

ibex in the Philippines seeks a Team Manager to lead, motivate, and coordinate the account's activities to achieve defined service levels. The role focuses on directing performance, coaching agents, and maintaining high standards of customer service.

Responsibilities include monitoring KPIs, guiding calls handling, and ensuring timely communication with the Manager Site Operations. Experience in supervising a contact center team is required.

Qualifications

• Strong communication skills with clear spoken and written English.
• Proven leadership with ability to coach and guide a team.
• Ability to analyze metrics and drive behaviors to meet targets.
• Excellent interpersonal skills and teamwork.

Responsibilities

• Provide direction to guarantee achievement of KPIs for the team.
• Measure, report, and communicate metric goal attainment for the team.
• Ensure timely communication of client and campaign issues to Manager Site Operations.
• Coach and develop agents to improve skills and promotions.
• Monitor performance and resolve attendance or behavior issues using PM techniques.
• Maintain records for direct reports and provide subject matter expertise.
• Ensure training needs of subordinates are met.
• Adjust operations to meet service level agreements under supervision.
• Resolve escalated customer issues and conduct regular team meetings.

Skills

Communication

Leadership

Coaching

Interpersonal skills

Analytical skills

Problem solving

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