Tech Support Team Leader: Coach, Motivate & Drive Performance

ibex; Pasig; On-site; PHP 600,000 - 960,000; Full time

Job summary

Ibex in Pasig is seeking a Team Manager to lead a technical support team and ensure service levels for our accounts. You will drive KPI attainment, coach and mentor agents, and coordinate with Site Operations on issues and escalations.

The role requires at least 1 year of supervisory technical support experience in a BPO and a strong aptitude for leadership, communication and problem solving, with ability to work both independently and in a team.

Qualifications

• At least 1 year of related field experience.
• At least 1 year of Technical Support experience in supervisory level in BPO setting.
• Amenable to work in Cyberpark site, and can start ASAP.

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 performance/behavior/attendance issues and uses prescribed performance management techniques.
• Holds team meetings on a regular basis with direct reports.

Skills

Leadership

Coaching

Communication

Analytical

Problem solving

Team player

Job description

Ibex in Pasig is seeking a Team Manager to lead a technical support team and ensure service levels for our accounts. You will drive KPI attainment, coach and mentor agents, and coordinate with Site Operations on issues and escalations.

The role requires at least 1 year of supervisory technical support experience in a BPO and a strong aptitude for leadership, communication and problem solving, with ability to work both independently and in a team.