Team Performance Coach & Operations Lead

ibex; Davao City; On-site; PHP 600,000 - 800,000; Full time

Job summary

Ibex is seeking a Team Manager to lead and motivate a group of customer service agents, ensuring that calls are handled professionally and service levels are met. The role focuses on guiding the team to achieve KPI targets and maintain high quality service.

You will coach, monitor performance, and coordinate with the Site Operations Manager to drive KPI attainment and employee development while fostering a collaborative, high-performance environment.

Qualifications

• Good oral and verbal communication skills.
• Good leadership, coaching and interpersonal skills.
• Good analytical skills.
• Good problem solving skills.
• Team Player.

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

Oral communication

Leadership

Interpersonal skills

Analytical skills

Problem solving

Team player

Job description

Ibex is seeking a Team Manager to lead and motivate a group of customer service agents, ensuring that calls are handled professionally and service levels are met. The role focuses on guiding the team to achieve KPI targets and maintain high quality service.

You will coach, monitor performance, and coordinate with the Site Operations Manager to drive KPI attainment and employee development while fostering a collaborative, high-performance environment.