Team Manager (Tech Support)

ibex; Philippines; On-site; PHP 558,000 - 1,004,000; Full time

Job summary

ibex is seeking an experienced Team Lead for Technical Support in the Philippines to lead a team of Technical Support Associates, drive service and performance targets, and ensure high-quality customer care.

The role requires 1-2 years in a leadership role within a BPO, strong troubleshooting and communication skills, and proven coaching and performance management abilities. Night shift, on-site work is required.

Qualifications

• 1-2 years of experience as Team Lead/Team Manager/Supervisor in a BPO environment.
• Experience managing Technical Support representatives and handling technical programs/accounts.
• Strong background in troubleshooting and technical support.
• Proven people management, coaching, and performance management skills.
• Excellent communication and problem-solving abilities.

Responsibilities

• Lead and manage a team of Technical Support Associates to achieve service and performance targets.
• Provide coaching, mentoring, and regular feedback to team members.
• Monitor team performance, productivity, and quality metrics.
• Support escalation handling and technical issue resolution.
• Ensure adherence to company policies and client requirements.

Skills

Team leadership

People management

Technical support

Troubleshooting

Communication

Coaching

Performance management

Job description

• 1-2 years of experience as a Team Lead, Team Manager, or Supervisor in a BPO environment.
• Experience managing Technical Support representatives and handling technical programs/accounts.
• Strong background in troubleshooting and technical support.
• Proven people management, coaching, and performance management skills.
• Excellent communication and problem-solving abilities.

Responsibilities:

• Lead and manage a team of Technical Support Associates to achieve service and performance targets.
• Provide coaching, mentoring, and regular feedback to team members.
• Monitor team performance, productivity, and quality metrics.
• Support escalation handling and technical issue resolution.
• Ensure adherence to company policies and client requirements.

Requirements:

• Willing to work onsite on a night shift schedule.