Team Manager | Alabang

ibex; Palestine (TX); On-site; USD 60,000 - 75,000; Full time

Job summary

ibex is seeking a Team Manager to lead and coordinate the activities of a call center account in the United States. The role focuses on reaching service levels and KPIs while ensuring calls are handled professionally and efficiently.

You will guide, coach, and motivate agents to achieve quality and performance goals. The position requires strong leadership, communication, and analytical skills, with responsibility for developing team members and managing escalations.

Qualifications

• Strong communication and leadership abilities required.
• Experience coaching and developing agents.
• Proven ability to supervise and manage teams to meet targets.

Responsibilities

• Provides direction to guarantee achievement of key performance metrics.
• Measures, reports and communicates metric goal attainment for the team.
• Ensures timely communication of issues to Site Operations Manager.
• Coaches and mentors the agent team for skill development and promotions.
• Monitors performance, attendance and behavior and resolves issues.
• Maintains employee records for direct reports.
• Delivers subject matter expertise and ensures training needs are met.
• Resolves escalated customer issues and conducts regular team meetings.

Skills

Communication

Leadership

Interpersonal skills

Analytical skills

Team player

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

Experience

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