Team Performance Coach & Operations Lead

ibex; Manila; On-site; PHP 500,000 - 700,000; Full time

Job summary

ibex is seeking an Interim Team Manager in Manila to lead and motivate a team of agents, ensuring professional handling of calls and service levels. You will coach staff, monitor performance, and drive continuous improvement in KPIs, while coordinating with the Site Operations Manager on escalations and training needs.

The role emphasizes people leadership, performance management, and the ability to adapt to a changing environment while maintaining high customer service standards.

Qualifications

• At least 1 year experience in the related field.
• At least 1 year experience as a Supervisor.
• Strong leadership and motivation to drive performance.
• Excellent communication and interpersonal skills.

Responsibilities

• Direct and coordinate activities of the account to meet objectives and service levels.
• Measure, report and communicate metric goal attainment for the team.
• Coach, mentor and develop agents for skills expansion and promotions.
• Ensure training needs of subordinates are met and performance issues are addressed.

Skills

Leadership

Coaching

Communication

Analytical skills

Problem solving

Team player

Job description

ibex is seeking an Interim Team Manager in Manila to lead and motivate a team of agents, ensuring professional handling of calls and service levels. You will coach staff, monitor performance, and drive continuous improvement in KPIs, while coordinating with the Site Operations Manager on escalations and training needs.

The role emphasizes people leadership, performance management, and the ability to adapt to a changing environment while maintaining high customer service standards.