Team Coach

ibex. Pakistan; Karachi Division; On-site; PKR 1,200,000 - 2,000,000; Full time

Job summary

ibex. Pakistan in Karachi seeks an Operations Manager to lead a high-performing customer service team. You will align the team with the company vision, coach staff, and uphold core values to deliver outstanding customer experiences.

The role involves monitoring performance, driving process improvements, managing stakeholder relationships, and ensuring quality targets with CRM tools and dashboards.

Qualifications

• Master’s or Bachelor’s degree in Business Administration, Commerce, or equivalent.
• Proficiency in CRM tools, MS Excel, and contact center platforms.
• Excellent communication and people management skills.

Responsibilities

• Lead and engage the team by communicating the company's vision, purpose, core values, and policies.
• Manage team performance by monitoring productivity, maintaining performance reports, ensuring schedule adherence, and driving quality and operational targets.
• Develop and coach employees through regular feedback, training, goal setting, recognition, and motivation to enhance performance.
• Handle employee relations by addressing concerns, resolving conflicts and grievances, and promoting a positive environment.
• Deliver exceptional customer service by ensuring high-quality customer interactions, handling escalations, and achieving customer satisfaction standards.

Skills

People management

Education

Master’s or Bachelor’s degree in Business Administration, Commerce, or equivalent

Tools

CRM tools

MS Excel

Job description

• Lead and engage the team by communicating the company's vision, purpose, core values, and policies while fostering a culture of ownership, professionalism, and accountability.
• Manage team performance by monitoring productivity, maintaining performance reports, ensuring schedule adherence, and driving the achievement of quality and operational targets.
• Develop and coach employees through regular feedback, training, goal setting, recognition, and motivation to enhance individual and team performance.
• Handle employee relations by addressing concerns, resolving conflicts and grievances, and promoting a positive, collaborative work environment.
• Deliver exceptional customer service by ensuring high-quality customer interactions, handling escalations, and achieving predefined quality and customer satisfaction standards.
• Maintain strong product and process knowledge including products, services, FAQs, systems, and customer requirements to ensure accurate information and efficient issue resolution.
• Communicate effectively by demonstrating strong verbal and written communication skills, understanding diverse customer accents and cultures, and ensuring clear and professional interactions.
• Drive operational excellence by identifying process improvement opportunities, resolving operational challenges, and implementing solutions to enhance efficiency and service delivery.
• Utilize business tools and technology effectively, including Microsoft Office Suite and operational software, for reporting, data management, and daily operations.
• Build strong stakeholder relationships by effectively managing client expectations, supporting account requirements, collaborating with internal teams, and carrying out additional responsibilities assigned by management.

Required Qualifications & Experience

• Master’s or Bachelor’s degree in Business Administration, Commerce, or equivalent.
• Proficiency in CRM tools, MS Excel, and contact center platforms.
• Excellent communication and people management skills.