Team Performance Leader - Customer Support Ops

ibex; Muntinlupa; On-site; PHP 600,000 - 900,000; Full time

Job summary

ibex is seeking a Team Manager in the Philippines to lead and motivate a team of agents, ensuring service levels and KPIs are met. You will guide daily operations, provide coaching, and resolve escalations while maintaining high standards of customer service.

The role emphasizes coaching, performance management, and collaboration with the Operations Manager to adapt to changing needs and optimize team performance.

Qualifications

• Requires strong leadership and coaching abilities.
• Experience with KPIs and performance metrics is required.
• Excellent communication and interpersonal skills needed.

Responsibilities

• Provides direction and guidance to ensure achievement of KPI targets.
• Measurably reports and communicates metric attainment for the team.
• Escalates and resolves customer issues with manager oversight.
• Coaches and develops agents for skills growth and advancement.
• Maintains employee records for direct reports and provides SME input.
• Ensures training needs of subordinates are met and supports coaching.

Skills

Oral communication

Verbal communication

Leadership

Coaching

Interpersonal skills

Analytical skills

Problem solving

Team player

Job description

ibex is seeking a Team Manager in the Philippines to lead and motivate a team of agents, ensuring service levels and KPIs are met. You will guide daily operations, provide coaching, and resolve escalations while maintaining high standards of customer service.

The role emphasizes coaching, performance management, and collaboration with the Operations Manager to adapt to changing needs and optimize team performance.