Team Manager
ibex
Date: 2 hours 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
Product Management Senior Analyst (Software Support)
Vertiv,
Mandaluyong City
1 hour ago
Job DescriptionJoin a High-Performance Culture That Drives Innovation and ExcellenceAt Vertiv, we don’t just hire talent—we cultivate leaders who drive innovation and engage teams to push the limits of what’s possible. As a global leader in critical digital infrastructure, we are scaling up to meet the demands of AI, data centers, and next-gen technology—and we need bold, high-performing individuals like...
Civil Supervisor
SUEZ,
Mandaluyong City
2 days ago
Temporary / Fixed-TermWho We Are Looking ForCIVIL SUPERVISORJob OverviewSupervise Soil investigations and DSM (Deep Soil Mixing).Oversee civil works and non-process works carried out by Civil partner on site.Ensure smooth and timely handovers from Civil to E&M.Supervise underground network installation under Suez scope on site.Job Duties And ResponsibilitiesReview and comment Civil partner method statements, procedures, construction sequence, and ITP, and water...
HDSI: Company Nurse (Flexicare)
ACTIVEONE HEALTH, INC.,
Mandaluyong City
5 days ago
Greetings from the RelianceUnited Recruitment Team!Thank you for your interest in being part of RelianceUnited’s Onsite Clinic Management Team (Flexicare)!To start your application process and prepare for a virtual interview, please fill up this form which will take 5 - 10 minutes to complete. You will also be required to upload your CV (.doc, .pdf format).Position: Company Nurse / OH...
