Team Performance Coach

ibex; Philippines; On-site; PHP 500,000 - 650,000; Full time

Job summary

ibex in the Philippines is seeking a Team Manager to lead and motivate a contact center team. You will coordinate activities to achieve service levels and ensure calls are handled professionally. The role requires coaching agents, monitoring performance, and maintaining smooth daily operations.

The successful candidate will drive KPI attainment, mentor staff, and provide timely updates to management while fostering a positive, high-standard customer service environment.

Qualifications

• Strong leadership and people-management skills.
• Ability to motivate and guide a team to meet metrics.

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
• Coaches, mentors and develops agent team for skills expansion and promotional opportunities
• Monitors and resolves performance/attendance issues using performance management techniques
• Maintains employee records on direct reports
• Provides Subject Matter Expertise
• Ensures training needs of subordinates are met
• Resolves escalated customer issues
• Holds team meetings regularly

Skills

Leadership

Coaching

Communication

Analytical thinking

Problem solving

Team player

Job description

ibex in the Philippines is seeking a Team Manager to lead and motivate a contact center team. You will coordinate activities to achieve service levels and ensure calls are handled professionally. The role requires coaching agents, monitoring performance, and maintaining smooth daily operations.

The successful candidate will drive KPI attainment, mentor staff, and provide timely updates to management while fostering a positive, high-standard customer service environment.