Team Manager
ibex · Autorité palestinienne
Description du poste
About the role
The Team Manager leads a group of technical support agents within a call‑center environment, ensuring that service levels and performance targets are consistently met. This role combines people management, performance monitoring, and client issue resolution to drive a high‑quality customer experience.
Key responsibilities
- Provide direction and guidance to achieve key performance metrics for the assigned team.
- Measure, report, and communicate metric goal attainment.
- Communicate client and campaign issues promptly to Site Operations Management.
- Conduct weekly call monitoring and evaluate scores for technical support agents.
- Coach, mentor, and develop agents for skill expansion and promotion.
- Identify and resolve performance, behavior, or attendance issues using performance‑management techniques.
- Maintain accurate employee records for direct reports.
- Serve as Subject Matter Expert and ensure training needs are met.
- Adjust operations under supervision to meet service‑level agreements.
- Resolve escalated customer issues and hold regular team meetings.
Required profile
- At least 1 year of experience in a related field.
- Minimum 1 year of supervisory experience.
- Up‑to‑date management skills and understanding of employee motivation.
- Ability to work independently, under pressure, and as part of a team.
Required skills
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ibex
Autorité palestinienne
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