Team Performance Coach

IBEX Global Solutions (Philippines) Inc.; Philippines; On-site; PHP 391,000 - 614,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. seeks a Team Manager to lead and motivate the account team, ensuring professional handling of calls and attainment of service levels. The role emphasizes directing performance, coaching agents, and maintaining records to support high-quality customer service.

Applicants should have at least 1 year of supervisory experience and demonstrate strong leadership and communication skills to drive team success in a fast-paced environment.

Qualifications

• Experience managing a team to achieve KPIs and service levels.
• Strong communication and leadership abilities.
• Proven ability to coach and mentor agents.

Responsibilities

• Direct and guide the team to achieve KPI targets.
• Monitor metrics, report progress, and drive performance.
• Communicate client/campaign issues to Site Operations.
• Coach, mentor and develop agents to grow skills and promotions.
• Resolve escalated customer issues and ensure quality service.
• Hold regular team meetings and maintain performance records.
• Ensure training needs of subordinates are met.
• Adjust operations to meet SLAs under supervision.

Skills

Communication skills

Leadership

Coaching

Analytical skills

Problem solving

Team player

Job description

IBEX Global Solutions (Philippines) Inc. seeks a Team Manager to lead and motivate the account team, ensuring professional handling of calls and attainment of service levels. The role emphasizes directing performance, coaching agents, and maintaining records to support high-quality customer service.

Applicants should have at least 1 year of supervisory experience and demonstrate strong leadership and communication skills to drive team success in a fast-paced environment.