Team Manager | Luxury Retail | Davao Lanang

<h2>Overview</h2> <p>The <strong>Team Manager </strong>is responsible for managing, motivating and coordinating the activities of the account, to reach the objectives and service levels defined by the account. Ensuring that calls are handled professionally. </p> <h2>Responsibilities</h2> <p><strong>DUTIES AND RESPONSIBILITIES: </strong></p> <ul> <li>Provides direction and guidance to guarantee consistent achievement of key performance metrics</li> <li>Achieves, measures, reports and communicates metric goal attainment for assigned team</li> <li>Ensures accurate and timely communication of client and campaign issues to Manager Site Operations</li> <li>Consistently achieves goals for number of call monitoring per week and scores for assigned team of technical support agents</li> <li>Coaches, mentors and develops agent team for skills expansion and promotional opportunities</li> <li>Monitors, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques</li> <li>Maintains current employee records on direct reports</li> <li>Provides Subject Matter Expertise</li> <li>Ensures training needs of subordinates are met</li> <li>Modifies operations as needed to meet service level agreements under supervision of Operations Manager</li> <li>Resolves escalated customer issues</li> <li>Holds team meetings on a regular basis with direct reports</li> </ul> <h2>Qualifications</h2> <p><strong>Knowledge</strong></p> <ul> <li>Up to date management skills and understanding of employee motivation</li> <li>Understanding of key performance indicators including the working knowledge to drive appropriate behavior</li> </ul> <p><strong>Skills</strong></p> <ul> <li>Good oral and verbal communication skills</li> <li>Good leadership, coaching and interpersonal skills</li> <li>Good analytical skills</li> <li>Good problem solving skills</li> <li>Team Player </li> </ul> <p><strong>Abilities</strong></p> <ul> <li>Excellent ability to coach and performance manage agents</li> <li>Ability to show eagerness to take in calls and role model behaviors that their agents can follow</li> <li>Ability to respond positively to changing environment</li> <li>Ability to motivate and encourage agents </li> <li>Ability to maintain and practice high standards of customer service</li> <li>Ability to work independently and in a team</li> <li>Ability to work under pressure</li> </ul> <p><strong>Experience:</strong></p> <ul> <li>At least 1 year experience in the related field</li> <li>At least 1 year experience as an Supervisor</li> </ul>