Team Performance Coach & Support Lead

Ibex; Manila, Hinoba-an; On-site; PHP 500,000 - 800,000; Full time

Job summary

Ibex in Manila is seeking a Team Manager to lead and motivate a client services team, ensuring high-quality call handling and achievement of service levels.

You will coach, monitor performance, and drive KPI attainment while maintaining strong client relations and employee development in a fast-paced environment.

The role requires at least 1 year as a supervisor, with solid leadership and communication skills to guide a team toward excellence.

Qualifications

• Excellent communication skills and ability to motivate teams.
• Strong understanding of KPIs and how to drive behavior.

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.
• 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 and written communication

Leadership and coaching

Analytical skills

Problem solving

Team player

Job description

Ibex in Manila is seeking a Team Manager to lead and motivate a client services team, ensuring high-quality call handling and achievement of service levels.

You will coach, monitor performance, and drive KPI attainment while maintaining strong client relations and employee development in a fast-paced environment.

The role requires at least 1 year as a supervisor, with solid leadership and communication skills to guide a team toward excellence.