Team Performance Coach & Customer Care Lead

ibex; Quezon City; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

ibex is seeking a Team Manager to lead and motivate a customer support team in the Philippines. The role focuses on directing daily operations, achieving service levels, and ensuring professional handling of calls.

You will coach agents, monitor performance, and report on key metrics while maintaining high standards of customer service. A supervisory background and retail campaign exposure are highly regarded.

Qualifications

• At least 1 year experience in the related field.
• At least 1 year experience as an Supervisor.
• Experience in handling retail campaign is preferred but not required.

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.
• Coaches, mentors and develops agent team for skills expansion and promotional opportunities.
• Resolves escalated customer issues and holds team meetings regularly.

Skills

Communication skills

Leadership

Analytical skills

Problem solving

Team player

Job description

ibex is seeking a Team Manager to lead and motivate a customer support team in the Philippines. The role focuses on directing daily operations, achieving service levels, and ensuring professional handling of calls.

You will coach agents, monitor performance, and report on key metrics while maintaining high standards of customer service. A supervisory background and retail campaign exposure are highly regarded.