Team Manager

ibex


Date: 5 days ago
City: Mandaluyong City
Contract type: Full time
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 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

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
  • At least 1 year experience as an Supervisor

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Machine Learning Engineer

Unilab, Inc., Mandaluyong City
1 day ago
Role Overview:The Machine Learning Engineer develops and implements machine learning models, optimizing algorithms, and conducting experiments to improve performance and accuracy. This role will leverage ML algorithms, data preprocessing and model training in developing and deploying AI solutions.Develop and deploy machine learning modelsOptimize algorithms for performance and scalabilityConduct experiments and analyze results to improve modelsCollaborate with data scientists to prepare...

Client Service Representative

Radiowealth Finance Company Inc., Mandaluyong City
4 days ago
Duties and Responsibilities Operations SupportHandles loan inquiries. Receives, evaluates and conducts initial interview of walk-in customers/clientsEnsures completeness of all the information appearing in the personal information sheetRecords and encodes customer record in PIS Register and Web Application SystemSubmits records to the branch manager for dispatching to CCIConducts verification with CMAP as part of initial investigation of loan applicantAssists the branch...

Sales Support Specialist - Telesales for Freight Forwarding

Compliant Business Processing Philippines, Inc., Mandaluyong City
1 week ago
We are looking for a result-focused person with experience in AU market who can bring more opportunities to a freight forwarding/logistics company.Key ResponsibilitiesExperience in freight forwarding or logistics industry in AU market.Performs telemarketing/cold and warm calling appointment setting.Do daily calls for follow-up for the acceptance of appointments.Identify prospective customers, lead generation, and conversion.Updating and maintaining client information in CargoWise (CW)...