Customer Service Team Lead: Coaching & Performance

ibex; United States; On-site; USD 40,000 - 65,000; Full time

Job summary

IBEX Global in the United States seeks a Team Supervisor to coach and develop a group of Customer Service Agents in an inbound call center. You will supervise daily operations, assign work, monitor attendance, and participate in performance management.

You will lead coaching, provide feedback, handle escalations, and ensure training needs are met while maintaining service levels. Travel may be required; full-time role with various shifts.

Qualifications

• Strong leadership and staff development skills.
• Excellent problem solving and sound judgment.
• Proven coaching abilities to maximize performance.
• Strong communication and customer service skills.
• Proficiency with MS Word and Excel.

Responsibilities

• Coach agents to yield optimal performance and engage the team.
• Track and act on payroll issues and attendance.
• Conduct performance appraisals as required.
• Maintain accurate documentation on direct reports.
• Review productivity statistics daily and provide feedback.
• Provide subject matter expertise to the team.
• Ensure training needs of subordinates are met.
• Resolve escalated customer issues.
• Hold team meetings regularly with direct reports.
• Communicate process and client changes promptly to the team.
• Promote use of center communication tools.
• Administer recognition and rewards programs per guidelines.
• May perform other duties as assigned.

Skills

Leadership

Problem solving

Planning

Coaching

Process improvement

Customer service

MS Office

Role model

Tools

MS Word

Excel

Job description

IBEX Global in the United States seeks a Team Supervisor to coach and develop a group of Customer Service Agents in an inbound call center. You will supervise daily operations, assign work, monitor attendance, and participate in performance management.

You will lead coaching, provide feedback, handle escalations, and ensure training needs are met while maintaining service levels. Travel may be required; full-time role with various shifts.