Customer Service Team Leader & Coach

ibex; Pittsburgh (Allegheny County); On-site; USD 52,000 - 68,000; Full time

Job summary

IBEX Global is seeking a Team Supervisor to lead an inbound call center group of Customer Service Agents. You will coach, develop, and supervise non-exempt staff, manage day-to-day operations, and participate in training and performance management activities.

The role requires monitoring attendance and ensuring adherence to company policies while supporting client requirements. Responsibilities include coaching for optimal performance, tracking payroll issues, conducting appraisals, maintaining

Qualifications

• Proven ability to coach and develop staff while achieving sales goals.
• Strong customer service and communication skills.
• Ability to analyze work processes and improve policies.
• Proficiency with Word and Excel.

Responsibilities

• Coach agents to yield optimal performance and engagement.
• Track personnel and payroll issues.
• Conduct performance appraisals.
• Maintain documentation on direct reports.
• Resolve escalated customer issues.
• Hold team meetings and communicate changes.

Skills

Customer service

Coaching

Team leadership

Communication

Time management

Problem solving

Tools

Microsoft Word

Excel

Job description

IBEX Global is seeking a Team Supervisor to lead an inbound call center group of Customer Service Agents. You will coach, develop, and supervise non-exempt staff, manage day-to-day operations, and participate in training and performance management activities.

The role requires monitoring attendance and ensuring adherence to company policies while supporting client requirements. Responsibilities include coaching for optimal performance, tracking payroll issues, conducting appraisals, maintaining