Team Manager | Telco | Davao Felcris

ibex


Date: 13 hours ago
City: Davao
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

Senior Accountant

YourBookkeepersOnline (YBO), Davao
6 days ago
Preparation and review personal income tax returns for individuals which includes but not limited to employees, business schedules & rental properties.Declaration of income from all sourcesInput of dividends, distributions and any associated franking creditsInput of any allowable deductionsPreparation of business schedules and reconciliation of all income and expenses, if anyPreparation of rental schedule including depreciation schedules thereon, if anyPreparation of...

Go High Level (GHL) Marketing Specialist (Remote)

Snapscale, Davao
1 week ago
Are you a Go High Level (GHL) expert with a passion for marketing and the ability to bring complex marketing plans to life? Do you thrive in a fast-paced environment, love creating powerful funnels, and know how to maximize the power of GHL to execute marketing strategies seamlessly? If so, we want to hear from you!At Snapscale, we’re looking for...

Full-Stack Web Developer (PH Remote)

Snapscale, Davao
1 week ago
Build self-contained vertical slices covering backend, frontend, tests, and deployment setup.Develop secure RESTful APIs with proper validation, authentication, and authorization.Design and optimize database schemas and queries for performance and scalability.Create responsive, type-safe Vue.js components using Composition API and Pinia.Implement automated tests (Pest, PHPUnit, Vitest) for both backend and frontend.Apply design patterns to improve clarity and maintainability.Follow agile development practices with...