Strategic Team Leader

4 days ago


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

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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