Team Performance Coach & Supervisor

Ibex Limited; Manila, Hinoba-an; On-site; PHP 893,000 - 1,116,000; Full time

Job summary

Ibex Limited in Manila is seeking a Team Manager to lead, motivate and coordinate the activities of the account, ensuring calls are handled professionally and service levels are met. You will provide direction to the team, coach agents, monitor performance against KPIs, and manage attendance while maintaining high customer service standards.

The role requires strong communication, leadership and problem-solving skills and a proactive approach to improve processes.

Qualifications

• At least 1 year experience in the related field.
• At least 1 year experience as a Supervisor.
• Strong knowledge of KPIs and performance metrics.
• Proven ability to coach and develop agents.
• Excellent communication and leadership skills.

Responsibilities

• Provide 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
• 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

Team leadership

KPIs & metrics

Coaching & mentoring

Customer service

Communication skills

Performance management

Problem-solving

Attendance management

Team player

Job description

Ibex Limited in Manila is seeking a Team Manager to lead, motivate and coordinate the activities of the account, ensuring calls are handled professionally and service levels are met. You will provide direction to the team, coach agents, monitor performance against KPIs, and manage attendance while maintaining high customer service standards.

The role requires strong communication, leadership and problem-solving skills and a proactive approach to improve processes.