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Team Lead

1 week ago

Manila, National Capital Region, Philippines IBEX Global Solutions (Philippines) Inc. Full time
Job Description

The Team Manager is responsible for leading and motivating a team of professionals to achieve their objectives and service levels. This involves ensuring that calls are handled professionally and effectively.

Duties and Responsibilities:

  • Provides guidance and direction to ensure consistent achievement of key performance metrics.
  • Achieves, measures, reports, and communicates metric goal attainment for assigned teams.
  • 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 teams of technical support agents.
  • Coaches, mentors, and develops agent teams for skills expansion and promotional opportunities.
  • Monitors, identifies, and resolves 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, Skills, and Abilities:

  • 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.
  • Good problem-solving skills.
  • Team Player.

Experience:

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