Interim Team Manager | Alabang

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

The Interim Team Manager is responsible for managing, motivating and coordinating the activities of the account, to reach the objectives and service levels defined by the account. Ensuring that calls are handled professionally.

UTIES AND RESPONSIBILITIES

• Provides direction and guidance to guarantee consistent achievement of key performance metrics
• Achieves, measures, reports and communicates metric goal attainment for assigned team
• Ensures accurate and timely communication of client and campaign issues to Manager Site Operations
• Consistently achieves goals for number of call monitoring per week and scores for assigned team of technical support agents
• Coaches, mentors and develops agent team for skills expansion and promotional opportunities
• Monitors, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
• Maintains current employee records on direct reports
• Provides Subject Matter Expertise
• Ensures training needs of subordinates are met
• Modifies operations as needed to meet service level agreements under supervision of Operations Manager
• Resolves escalated customer issues
• Holds team meetings on a regular basis with direct reports

Knowledge

• Up to date management skills and understanding of employee motivation
• Understanding of key performance indicators including the working knowledge to drive appropriate behavior

Skills

• Good oral and verbal communication skills
• Good leadership, coaching and interpersonal skills
• Good analytical skills
• Team Player

Abilities

• Excellent ability to coach and performance manage agents
• Ability to show eagerness to take in calls and role model behaviors that their agents can follow
• Ability to respond positively to changing environment
• Ability to motivate and encourage agents
• Ability to maintain and practice high standards of customer service
• Ability to work independently and in a team
• Ability to work under pressure

Experience

• At least 1 year experience in the related field
• At least 1 year experience as an Supervisor