Team Manager
On-siteKalayaan Ville, National Capital Region, Republic of the Philippines
Job Summary
Manage and coordinate account activities to achieve defined service levels and professional call handling. Provide direction to ensure consistent key performance metric achievement, including reporting goal attainment for assigned technical support agents. Coach, mentor, and develop the team while resolving escalated customer issues and monitoring performance, behavior, and attendance. Conduct regular team meetings and modify operations to meet service level agreements. Maintain accurate employee records and ensure training needs are met. Requires at least one year of related field experience and one year as a supervisor.
Required Qualifications
- At least 1 year experience in the related field
- At least 1 year experience as an Supervisor
- Up to date management skills
- Understanding of employee motivation
- Understanding of key performance indicators
- Working knowledge to drive appropriate behavior
- Good oral and verbal communication skills
- Good leadership skills
- Good coaching skills
- Good interpersonal skills
- Good analytical skills
- Good problem solving skills
- Excellent ability to coach
- Ability to performance manage agents
- Ability to show eagerness to take in calls
- Ability to role model behaviors
- 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
- Ability to work in a team
- Ability to work under pressure
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