Team Manager – Technical Support
ibex · Autorité palestinienne
وصف الوظيفة
About the role
The Team Manager – Technical Support leads a group of technical support agents, ensuring high‑quality service and meeting defined performance targets. This onsite position is based at the Cyberpark site and requires a proactive leader who can motivate and develop the team.
Key responsibilities
- Provide direction and guidance to achieve key performance metrics.
- Measure, report, and communicate metric goal attainment for the team.
- Communicate client and campaign issues promptly to Site Operations Management.
- Monitor call quality, achieve weekly monitoring targets, and maintain scoring standards.
- Coach, mentor, and develop agents for skill growth and promotion.
- Identify and resolve performance, behavior, or attendance issues using performance‑management techniques.
- Maintain accurate employee records for direct reports.
- Offer subject‑matter expertise 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 supervisory technical‑support experience in a BPO environment.
- Strong oral and written communication skills.
- Effective leadership, coaching, and interpersonal abilities.
- Analytical, problem‑solving, and team‑player mindset.
- Ability to motivate agents, maintain high customer‑service standards, and work under pressure.
- Willingness to work onsite at the Cyberpark location and start immediately.
Required skills
What we offer
- Opportunity to lead a dynamic technical‑support team.
- Professional development and coaching opportunities.
- Competitive compensation package.
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ibex
Autorité palestinienne
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