Team Manager

2 days ago

Mandaluyong City, National Capital Region, Philippines IBEX Global Solutions (Philippines) Inc. Full time ₱80,000 - ₱120,000 per year

This will be Work Onsite in IBEX Shaw, Mandaluyong and Night Shift.

You will be supporting a global leader in endurance sports, organizing world-class events for athletes. As a Team Manager you would be 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/chats/emails are handled professionally.

DUTIES AND RESPONSIBILITIES:

  • Provides direction and guidance to guarantee consistent achievement of key performance metrics
  • Achieves, measures, reports and communicates metric goal attainment for assigned team
  • 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 team of technical support agents
  • Coaches, mentors and develops agent team for skills expansion and promotional opportunities
  • Monitors, identify and resolve 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

Qualifications:

Client-Specific

  • Familiarity with triathlon culture or student athletes is a plus.
  • Strong, fun and engaged personalities.

Knowledge

  • 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

Abilities

  • 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 environment
  • 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 (Sports/ Fitness is a huge plus)
  • At least 1 year experience as an Supervisor

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