Team Manager
ibex
Date: 1 week 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:
Knowledge
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
Knowledge
- Up to date management skills and understanding of employee motivation
- Understanding of key performance indicators including the working knowledge to drive appropriate behavior
- Good oral and verbal communication skills
- Good leadership, coaching and interpersonal skills
- Good analytical skills
- Good problem solving skills
- Team Player
- 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
- 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 resumeSimilar jobs
Freelance Customer Service Representative - Remote Philippines - $3-$4 per hour - WEEKLY PAY - 2175
Omni Interactions,
Mandaluyong City
5 hours ago
Position: Freelance Customer Service RepresentativeOverviewJoin Omni, a reputable partner of leading U.S. companies, as a Freelance Customer Service Representative in a fully remote capacity. This role offers you the flexibility to create your own schedule while delivering exceptional service to esteemed Fortune 500 clients. By becoming a part of the Omni community, you will be able to connect with a...
Pursuit and Proposal Associate
Jacobs,
Mandaluyong City
1 week ago
At Jacobs, we're challenging today to reinvent tomorrow by solving the world's most critical problems for thriving cities, resilient environments, mission-critical outcomes, operational advancement, scientific discovery and cutting-edge manufacturing, turning abstract ideas into realities that transform the world for good.Your impactSales Operations Professional in our world, takes ownership of the end to end bid process to help position Jacobs to...
PRODUCT SAFETY SURVEILLANCE ANALYST
Unilab, Inc.,
Mandaluyong City
1 week ago
It is the spirit of Bayanihan that drives us to continue our legacy of excellence and commitment to care. As an organization, we achieve our successes through good, honest, and persevering hard work - TOGETHER. It is in this way in which our company was built; we progressed as the country's leading Pharmaceutical company, not by sheer luck, but by...
