Team Supervisor | Retail | Cubao, QC

IBEX Global Solutions (Philippines) Inc.; Philippines; On-site; PHP 391,000 - 614,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. seeks a Team Manager to lead and motivate the account team, ensuring professional handling of calls and attainment of service levels. The role emphasizes directing performance, coaching agents, and maintaining records to support high-quality customer service.

Applicants should have at least 1 year of supervisory experience and demonstrate strong leadership and communication skills to drive team success in a fast-paced environment.

Qualifications

• Experience managing a team to achieve KPIs and service levels.
• Strong communication and leadership abilities.
• Proven ability to coach and mentor agents.

Responsibilities

• Direct and guide the team to achieve KPI targets.
• Monitor metrics, report progress, and drive performance.
• Communicate client/campaign issues to Site Operations.
• Coach, mentor and develop agents to grow skills and promotions.
• Resolve escalated customer issues and ensure quality service.
• Hold regular team meetings and maintain performance records.
• Ensure training needs of subordinates are met.
• Adjust operations to meet SLAs under supervision.

Skills

Communication skills

Leadership

Coaching

Analytical skills

Problem solving

Team player

Job description

The Team Manager is responsible for managing, motivating and coordinating the activities of the account, to reach the objectives and service levels defined by the account. Ensuring that calls are handled professionally.

DUTIES AND 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

• Consistently achieves goals for number of call monitoring per week and scores for assigned team of technical support agents

• 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

Knowledge

• Up to date management skills and understanding of employee motivation

• Understanding of key performance indicators including the working knowledge to drive appropriate behavior

Skills

• Good oral and verbal communication skills

• Good leadership, coaching and interpersonal skills

• Good analytical skills

• Good problem solving skills

• Team Player

Abilities

• Excellent ability to coach and performance manage agents

• Ability to show eagerness to take in calls and role model behaviors that their agents can follow

• Ability to respond positively to changing environment

• Ability to motivate and encourage agents

• Ability to maintain and practice high standards of customer service

• Ability to work independently and in a team

• Ability to work under pressure

Experience:

• At least 1 year experience in the related field

• At least 1 year experience as an Supervisor