Interim Team Lead: Coaching, Metrics & Operations

ibex; Palestine (TX); On-site; USD 52,000 - 72,000; Full time

Job summary

ibex in Texas is seeking an Interim Team Manager to lead, motivate and coordinate a client services team to meet service levels and KPI targets. You will provide direction, coaching and performance management to ensure consistent call quality and customer satisfaction.

The role requires at least 1 year in supervisor or related field, strong communication, leadership and analytical abilities, and the capacity to adapt to a dynamic environment and work under pressure.

Qualifications

• At least 1 year of supervisory or related experience.
• Strong communication and leadership abilities with KPI focus.
• Experience coaching and developing agents; ability to handle performance issues.

Responsibilities

• Provide direction and guidance to guarantee consistent achievement of key performance metrics.
• Measure, report, and communicate metric goal attainment for the assigned team.
• Ensure accurate and timely communication of client and campaign issues to Manager Site Operations.
• Coach, mentor and develop agents for skills expansion and promotions.
• Resolve escalated customer issues and hold regular team meetings.

Skills

Oral communication

Leadership & coaching

Analytical skills

Team player

Job description

ibex in Texas is seeking an Interim Team Manager to lead, motivate and coordinate a client services team to meet service levels and KPI targets. You will provide direction, coaching and performance management to ensure consistent call quality and customer satisfaction.

The role requires at least 1 year in supervisor or related field, strong communication, leadership and analytical abilities, and the capacity to adapt to a dynamic environment and work under pressure.