Team Manager - Shaw

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

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