Team Manager – Night Shift (On-site)

About the role

We are looking for a proactive Team Manager to lead a night‑shift call centre team at our IBEX Alabang site. The role involves motivating agents, ensuring service level compliance and handling escalated customer issues while maintaining high standards of professionalism.

Key responsibilities

• Provide direction and guidance to achieve key performance metrics and service level agreements.
• Monitor, report and communicate metric attainment for the assigned team.
• Conduct regular call monitoring and evaluate agent performance.
• 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 and ensure training needs are met.
• Serve as subject‑matter expert and resolve escalated customer issues.
• Hold regular team meetings and communicate client or campaign updates.

Required profile

• At least 1 year of experience in a related field and 1 year as a supervisor.
• Strong understanding of key performance indicators and ability to drive appropriate behavior.
• Excellent oral and written communication, analytical and problem‑solving abilities.
• Demonstrated leadership, coaching and interpersonal skills.
• Ability to work independently, under pressure and adapt to a changing environment.

Required skills