Team Manager | Tech/Telco | Cubao

ibex; Quezon City; On-site; PHP 450,000 - 750,000; Full time

Job summary

ibex is seeking a Team Manager to lead and motivate a call center team in the Philippines. You will coordinate activities to reach service levels and ensure calls are handled professionally.

The role requires coaching, performance management, and strong communication to drive KPIs and resolve escalated issues, while maintaining team development and adherence to processes.

Qualifications

• Knowledge: up-to-date management skills and understanding of employee motivation.
• Skills: strong communication, leadership, coaching and interpersonal abilities.
• Abilities: coaching, role modeling, adaptability and resilience under pressure.
• Experience: at least 1 year in related field and 1 year as supervisor.

Responsibilities

• Provides direction and guidance to guarantee KPI attainment.
• Measures, reports and communicates metric goal attainment for the team.
• Ensures timely communication of client and campaign issues to the Manager.
• Leads call monitoring and coaching to improve performance.
• Coaches, mentors and develops agents for growth and promotions.
• Manages performance, attendance and behavior using PM techniques.
• Maintains employee records for direct reports.
• Provides SME guidance and ensures subordinate training needs are met.
• Adapts operations to meet SLAs under Operations Manager supervision.
• Resolves escalated customer issues.
• Holds regular team meetings with direct reports.

Skills

Oral communication

Leadership

Coaching

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