Team Manager

2 days ago

Paranaque City, Calabarzon, Philippines IBEX Global Solutions Full time $40,000 - $60,000 per year

OverviewThe 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.ResponsibilitiesDUTIES 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 OperationsConsistently 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 ExpertiseEnsures training needs of subordinates are met

Modifies operations as needed to meet service level agreements under supervision of Operations ManagerResolves escalated customer issues

Holds team meetings on a regular basis with direct reportsQualificationsKnowledgeUp to date management skills and understanding of employee motivation

Understanding of key performance indicators including the working knowledge to drive appropriate behaviorSkillsGood oral and verbal communication skills

Good leadership, coaching and interpersonal skills

Good analytical skills

Good problem solving skills

Team PlayerAbilitiesExcellent 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

At least 1 year experience as an Supervisor

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