Team Performance Coach

IBEX Global Solutions (Philippines) Inc.; Bohol; On-site; PHP 600,000 - 900,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a Team Manager to lead, motivate and coordinate the activities of the account to meet service levels and client goals. The role focuses on guiding a team of agents and ensuring professional call handling.

Responsibilities include coaching, performance management, monitoring KPIs, and communicating issues with Site Operations, while maintaining accurate records and fostering a productive work environment.

Qualifications

• Up to date management skills and understanding of employee motivation
• Understanding of key performance indicators including the working knowledge to drive appropriate behavior
• Good oral and verbal communication skills
• Good leadership, coaching and interpersonal skills
• Good analytical skills
• Good problem solving skills
• Team Player
• 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
• At least 1 year experience in the related field
• At least 1 year experience as an Supervisor

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

Skills

Communication

Leadership & coaching

Analytical skills

Problem solving

Team player

Job description

IBEX Global Solutions (Philippines) Inc. is seeking a Team Manager to lead, motivate and coordinate the activities of the account to meet service levels and client goals. The role focuses on guiding a team of agents and ensuring professional call handling.

Responsibilities include coaching, performance management, monitoring KPIs, and communicating issues with Site Operations, while maintaining accurate records and fostering a productive work environment.