Team Manager | Tech/Telco | Cubao

Ibex Limited; Manila; On-site; PHP 600,000 - 800,000; Full time

Job summary

Ibex Limited in Manila is seeking a Team Manager to lead and motivate a cadre of customer support agents, ensuring professional handling of calls and achievement of service levels. The role emphasizes coaching, performance management, and effective communication with clients and internal teams.

Responsibilities include directing teams to meet KPI targets, monitoring metrics, mentoring staff, and resolving issues while maintaining up-to-date employee records and providing SME guidance to ensure

Qualifications

• Experience in managing teams to meet KPIs.
• Strong communication and coaching abilities.
• Ability to monitor performance and provide feedback.

Responsibilities

• Provides direction to guarantee consistent KPI achievement.
• Measures and reports metric goal attainment for the team.
• Communicates client and campaign issues to Manager Site Operations.
• Maintains timely communication of issues to stakeholders.
• Coaches, mentors and develops agents for growth.
• Monitors performance and addresses attendance issues as needed.
• Maintains employee records for direct reports.
• Provides Subject Matter Expertise to the team.
• Ensures training needs are met.
• Adapts operations to meet SLAs under supervision.
• Resolves escalated customer issues.
• Leads regular team meetings with direct reports.

Skills

Communication

Leadership

Interpersonal skills

Analytical skills

Problem solving

Team player

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