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Team Manager
IBEX Global
- Kingston and St. Andrew
- Not disclosed
- Permanent full-time
- Updated 22/09/2023
- HR
The Team Manager is responsible for supporting, coaching, developing and supervising a group of Customer Service Agents in an inbound call center environment.
Responsibilities
- Coaching agents to yield optimal performance through a sound understanding of the business and engagement with their team
- Track and take action on personnel and payroll issues.
- Conduct performance appraisals as required.
- Maintain accurate, current and consistent documentation on direct reports.
- Review productivity statistics on a daily basis and provide constructive feedback.
- Provide Subject Matter Expertise.
- Ensure the training needs of subordinates are met.
- Successfully complete all client-related training and continually update agents.
- Resolve escalated customer issues.
- Hold team meetings on a regular basis with direct reports.
- Communicate all process and client changes to direct reports within a timely manner
- Promote the use of all center communication tools.
- Administer Recognition and Rewards programs in accordance with the organization’s guidelines.
- May perform other additional duties and responsibilities as assigned.
Qualifications
- Advanced user-level knowledge of computer technology and computer operating systems.
- Ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills including the ability to act as a role model within the organization.
- Ability to demonstrate innovation and good judgment/problem-solving skills when making decisions.
- Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
- Ability to coach, develop action plans which maximize performance and provide effective feedback for highly demanding sales goals.
- Proven ability to analyze and improve work processes and policies.
- Excellent customer service/support skills, ability to work well under pressure, professional demeanor and strong written and oral communication skills.
- Must have proficiency with various software applications programs including Microsoft Word, and Excel.
- Problem Solving
- Customer/Client/Organization Focus
- Communication Proficiency
- Time Management Skills
- Ability to guide individuals toward goal achievement using:
- Negotiation
- Teamwork / Collaboration
- Motivation
- Staff development skills
- Ability to act as a role model within the organization.
Ref: Team Manager