Team Manager | Bohol
ibex
Date: 6 hours ago
City: Tagbilaran 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 a 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 of experience in the related field
- At least 1 year of experience as a 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
Customer Service Agent - Bohol
ibex,
Tagbilaran City
2 weeks ago
This job is based in Tagbilaran.ResponsibilitiesManage incoming calls from customers.Assess customer’s needs and guide the customer accordingly.Use customer service and critical thinking skills to resolve the customers’ issues and ease their concerns.Maintain acceptable call lengths while remaining friendly, informative and helpful.Maintain productivity and quality standards.Demonstrate appropriate sense of urgency for customer responses.Escalate customer issues appropriately and correctly.Demonstrate timely accurate and...
Temp Recruitment Coordinator | Bohol
ibex,
Tagbilaran City
2 weeks ago
Participate in all Selection Process of each applicants through different variety of applications. Conduct Initial and Behavioral Interview, endorse, monitor and converts the applicants for their final interview, discuss and onboard the applicants to program specific assessment and language assessment, discuss the Job offer to the selected applicants and endorse the selected applicants to training team.ResponsibilitiesConverts the applicants being endorsed...
Field Commercial Executive - Sales (Visayas)
Philip Morris International,
Tagbilaran City
3 weeks ago
Be a part of a revolutionary changeSales and Marketing at PMI feels like building a new business – but with the accumulated expertise of a global brand behind you. Bring us your curiosity and capacity to engage people and you can be part of the digital, omni-channel team that’s driving our huge commercial transformation.Accountabilities: Your day to day tasksNegotiate, sell...
