Customer Support Team Lead: Coaching & Metrics

ibex; Palestine (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

ibex is seeking a Team Manager to lead a group of customer support agents in the United States. The role focuses on managing, motivating and coordinating activities to reach defined objectives and service levels, ensuring professional handling of calls.

The position emphasizes directing the team to meet KPIs, coaching agents, and maintaining thorough records while coordinating with the Site Operations Manager to resolve issues and drive performance.

Qualifications

• Excellent oral and verbal communication skills.
• Strong leadership, coaching and interpersonal abilities.
• Solid analytical skills and problem-solving mindset.
• Ability to work effectively in a team and adapt to changing environments.

Responsibilities

• Provide direction to ensure achievement of key performance metrics.
• Measure, report and communicate metric goal attainment for the team.
• Communicate client and campaign issues to Site Operations Manager in a timely manner.
• Coach, mentor and develop agents for skill growth and promotion opportunities.
• Monitor and address performance, behavior and attendance issues using standard PM techniques.
• Maintain current records for direct reports and provide subject matter expertise.
• Ensure subordinates' training needs are met and adapt operations to service levels.
• Resolve escalated customer issues and conduct regular team meetings.

Skills

Oral communication

Leadership

Interpersonal skills

Team player

Job description

ibex is seeking a Team Manager to lead a group of customer support agents in the United States. The role focuses on managing, motivating and coordinating activities to reach defined objectives and service levels, ensuring professional handling of calls.

The position emphasizes directing the team to meet KPIs, coaching agents, and maintaining thorough records while coordinating with the Site Operations Manager to resolve issues and drive performance.