Technical Support Team Lead — Drive Performance

IBEX Global Solutions (Philippines) Inc.; Quezon City; On-site; PHP 480,000 - 720,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. in Quezon City is seeking a capable Technical Support Supervisor to guide a team toward achieving key performance metrics and delivering excellent customer service.

The role emphasizes coaching, monitoring, and developing agents, maintaining records, and ensuring timely communication of issues to the Site Operations Manager, with a focus on meeting service level agreements.

Qualifications

• 3+ years’ Technical Support supervisory experience in a BPO environment.
• Able to work at Cyberpark site.
• Available to start ASAP.

Responsibilities

• Provide direction to achieve key performance metrics.
• Measure, report, and communicate metric goal attainment.
• Escalate client and campaign issues to the Site Ops Manager.
• Coach and develop agents for skill expansion and promotions.
• Identify and resolve performance, behavior, and attendance issues.
• Maintain employee records for direct reports.
• Provide Subject Matter Expertise.
• Ensure subordinate training needs are met.
• Support operations to meet SLAs under supervision.
• Resolve escalated customer issues.
• Hold regular team meetings with direct reports.

Skills

Coaching

Performance management

Customer service

Team leadership

Adaptability

Under pressure

Job description

IBEX Global Solutions (Philippines) Inc. in Quezon City is seeking a capable Technical Support Supervisor to guide a team toward achieving key performance metrics and delivering excellent customer service.

The role emphasizes coaching, monitoring, and developing agents, maintaining records, and ensuring timely communication of issues to the Site Operations Manager, with a focus on meeting service level agreements.