Strategic Team Leader
4 days ago
At IBEX Global Solutions (Philippines) Inc., we are seeking a highly skilled Strategic Team Leader to join our team.
Job Description:The Strategic Team Leader will be responsible for leading and managing a high-performing team of technical support agents. This includes providing direction, guidance, and coaching to ensure consistent achievement of key performance metrics.
Key responsibilities include:
- Providing leadership and guidance to guarantee consistent achievement of key performance metrics
- Achieving, measuring, reporting, and communicating metric goal attainment for assigned teams
- Ensuring accurate and timely communication of client and campaign issues to Manager Site Operations
- Consistently achieving goals for number of call monitoring per week and scores for assigned teams of technical support agents
- Coaching, mentoring, and developing agent teams for skills expansion and promotional opportunities
- Monitoring, identifying, and resolving performance/behavior/attendance issues using prescribed performance management techniques
- Maintaining current employee records on direct reports
- Providing subject matter expertise
- Ensuring training needs of subordinates are met
- Modifying operations as needed to meet service level agreements under supervision of Operations Manager
- Resolving escalated customer issues
- Holding team meetings on a regular basis with direct reports
Requirements:
- Up-to-date management skills and understanding of employee motivation
- Understanding of key performance indicators including the working knowledge to drive appropriate behavior
Skill Requirements:
- Good oral and verbal communication skills
- Good leadership, coaching, and interpersonal skills
- Good analytical skills
- Good problem-solving skills
- Team player
Ability Requirements:
- 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 environments
- 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
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