Team Performance Coach & Operations Lead

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

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.