Customer Service Team Leader: Coaching & Performance

ibex; Washington (District of Columbia); On-site; USD 52,000 - 68,000; Full time

Job summary

IBEX Global is seeking a Team Supervisor to coach and supervise a group of Customer Service Agents in an inbound call center setting. You will handle day-to-day supervision, attendance, training input, and performance appraisals in accordance with company policies.

You will lead performance reviews, track productivity, and ensure staff development while addressing escalated customer issues and maintaining accurate documentation. This role requires flexibility across shifts and travel as needed.

Qualifications

• Advanced user-level knowledge of computer technology and operating systems.
• Ability to guide individuals toward goal achievement using negotiation, teamwork, motivation, and staff development skills.
• Ability to demonstrate innovation and good judgment when making decisions.
• Ability to establish a course of action for self and others to accomplish goals.
• Ability to coach, develop action plans that maximize performance and provide feedback for demanding sales goals.
• Proven ability to analyze and improve work processes and policies.
• Excellent customer service and communication skills.
• Proficiency with Microsoft Word and Excel.

Responsibilities

• Coaching agents to yield optimal performance through understanding of the business and engagement with the team.
• Track and take action on personnel and payroll issues.
• Conduct performance appraisals as required.
• Maintain accurate documentation on direct reports.
• Review productivity statistics daily and provide constructive feedback.
• Provide Subject Matter Expertise.
• Ensure training needs of subordinates are met.
• Complete client related training and update agents.
• Resolve escalated customer issues.
• Hold regular team meetings with direct reports.
• Communicate process and client changes to the team promptly.
• Promote use of center communication tools.
• Administer Recognition and Rewards programs per guidelines.
• May perform other duties as assigned.

Skills

Coaching

Team leadership

Performance management

Communication

Negotiation

Staff development

Time management

Customer service

Tools

Microsoft Word

Excel

Job description

IBEX Global is seeking a Team Supervisor to coach and supervise a group of Customer Service Agents in an inbound call center setting. You will handle day-to-day supervision, attendance, training input, and performance appraisals in accordance with company policies.

You will lead performance reviews, track productivity, and ensure staff development while addressing escalated customer issues and maintaining accurate documentation. This role requires flexibility across shifts and travel as needed.