Team Manager

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

Job summary

ibex is seeking a Team Manager to lead a technical support team within a BPO environment in the United States. You will guide agents to meet service levels, coach staff, and resolve escalated issues while maintaining high performance and customer satisfaction.

The role requires strong leadership, communication, and the ability to drive KPI achievement through coaching and process improvements. A minimum of one year in a supervisory BPO setting is expected.

Qualifications

• Minimum 1 year experience in the related field.

Responsibilities

• Provide direction to guarantee consistent achievement of key performance metrics.

Skills

Leadership

Coaching

Communication

Analytical skills

Team player

Education

BPO supervisory experience

Job description

The 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.

DUTIES 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

Qualifications

• At least 1 year experience in the related field
• Must have at least 1 year of Technical Support experience in supervisory level in BPO setting