Team Manager

42 minutes ago

Pasig, National Capital Region, Philippines IBEX Global Full time ₱507,360 - ₱675,240 per year


Overview

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.



Responsibilities

DUTIES AND RESPONSIBILITIES:

Provides direction and guidance to guarantee consistent achievement of key performance metricsAchieves, measures, reports and communicates metric goal attainment for assigned teamEnsures accurate and timely communication of client and campaign issues to Manager Site OperationsConsistently achieves goals for number of call monitoring per week and scores for assigned team of technical support agentsCoaches, mentors and develops agent team for skills expansion and promotional opportunitiesMonitors, identify and resolve performance/behavior/attendance issues using prescribed performance management techniquesMaintains current employee records on direct reportsProvides Subject Matter ExpertiseEnsures training needs of subordinates are metModifies operations as needed to meet service level agreements under supervision of Operations ManagerResolves escalated customer issuesHolds team meetings on a regular basis with direct reports

Qualifications

Knowledge

Up to date management skills and understanding of employee motivationUnderstanding of key performance indicators including the working knowledge to drive appropriate behavior

Skills

Good oral and verbal communication skillsGood leadership, coaching and interpersonal skillsGood analytical skillsGood problem solving skillsTeam Player

Abilities

Excellent ability to coach and performance manage agentsAbility to show eagerness to take in calls and role model behaviors that their agents can followAbility to respond positively to changing environmentAbility to motivate and encourage agents Ability to maintain and practice high standards of customer serviceAbility to work independently and in a teamAbility to work under pressure

Experience:

At least 1 year experience in the related fieldAt least 1 year experience as an Supervisor

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