Team Performance Coach & Operations Lead

ibex; Parañaque; On-site; PHP 450,000 - 600,000; Full time

Job summary

ibex Philippines is seeking a Team Manager to lead and motivate the account team, ensuring service levels and KPI targets are met. You will supervise performance, provide guidance, and foster a culture of professional client service.

The role emphasizes coaching, mentoring, and developing agents, resolving escalations, and reporting metric attainment. You will work closely with the Operations Manager and hold regular team meetings to drive continuous improvement and maintain quality standards.

Qualifications

• Up-to-date management skills and understanding of employee motivation.
• Understanding of key performance indicators and how to drive appropriate behavior.

Responsibilities

• Provide direction to guarantee consistent achievement of key performance metrics.
• Measure, report and communicate metric goal attainment for the assigned team.
• Ensure accurate and timely communication of client and campaign issues to Manager Site Operations.
• Ensure the team consistently achieves goals for call monitoring and quality scores.
• Coach, mentor and develop agents for skill expansion and promotions.
• Monitor and resolve performance/behavior/attendance issues.
• Maintain current employee records for direct reports.
• Provide subject matter expertise to the team.
• Ensure training needs of subordinates are met.
• Adjust operations to meet service levels under supervision of Operations Manager.
• Resolve escalated customer issues.
• Hold regular team meetings with direct reports.

Skills

Leadership

Communication

Analytical

Problem solving

Team player

Job description

ibex Philippines is seeking a Team Manager to lead and motivate the account team, ensuring service levels and KPI targets are met. You will supervise performance, provide guidance, and foster a culture of professional client service.

The role emphasizes coaching, mentoring, and developing agents, resolving escalations, and reporting metric attainment. You will work closely with the Operations Manager and hold regular team meetings to drive continuous improvement and maintain quality standards.