Team Manager

Unify CX
is looking for an extraordinary
Team Manager to
join our motivated and ambitious team.

Role:
Team Manager

Work Location/Setup:
Philippines | On-Site

Shift Schedule:
5-day work week | Shifting Schedule | Graveyard

What Will You Do?
As the
Team Manager,
is responsible for the success, development, coaching, and growth of a team of contact center agents. The role requires daily support and supervision of 15 to 18 agents, ensuring each person achieves individual targets to ensure team success.

The TM is also responsible for driving attendance, key performance indicators (KPIs), and call quality compliance of the team, making sure to balance rewards and recognition and administering corrective action for erring employees.

The Team Manager has to be a subject matter expert to support the team and is therefore required to undergo product training, certification and live call taking. The TM is also required to take call escalations whenever needed.

It is also the responsibility of the TM or supervisor to provide daily huddles to the team and align them with updates and day-to-day strategies.

The Team Manager is also expected to complete all leadership development modules designed for the role.

This Team Manager position reports to the Program/ Operations Manager or Senior Operations Manager.

• Conduct daily huddles to provide updates and daily strategies to a team of agents
• Provide weekly 1:1 coaching for agents while providing insights on call handling opportunities and strengths
• Guide and show how agents can achieve contact center key performance indicators (KPIs)
• Administers performance management and corrective action for the development of staff
• Drive the team to meet team-level operations and quality objectives
• Needs to be certified as a subject matter expert on the account
• Should attend the full scope of product training and certify if needed
• Shall be the main point of escalation for customer concerns
• Live-call taking of at least 2 hours per week (or more as needed by the account or by business demand)
• Complete leadership development courses and continuous learning modules relevant to the role and the account
• Other assignments as deemed necessary by the Program/ Operations Manager or Senior Operations Manager

Who You Are
To be considered, candidates are expected to have the following:

Required Qualifications

• At least 2 years of college
• College graduate preferred but not required
• At least 1-year experience in managing a team of agents relevant to the account assignment or line of business (Sales, Customer Service, Technical Support, Retail and/ or Hospitality, Chat Support, etc.)
• At least 2 years of experience as front-level representative
• Has handled sales, customer service, finance, tech or retail accounts
• Excellent communication skills
• A people person, highly approachable with a passion for employee development and retention
• Knowledgeable in Microsoft Office applications
• A team player

Preferred Qualifications

• Leadership Experience: 2-5 years of experience in a supervisory or team leadership role, ideally in a similar industry or environment.
• Team Management: Proven track record of leading, motivating, and developing a team to achieve organizational goals and targets
• Strong Communication: Excellent verbal and written communication skills to clearly convey information and provide feedback to team members.
• Problem-Solving: Ability to handle challenges, make decisions, and resolve conflicts in a timely and effective manner.
• Time Management and Multitasking: Ability to prioritize tasks and manage multiple projects simultaneously.
• Coaching and Mentoring: Experience in developing team members through coaching, training, and performance feedback.

Who We Are
unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.

unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.