Customer Experience Team Lead

Probe CX; Makati; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Probe CX in Makati seeks a team-lead to manage day-to-day planning, operation, and problem-solving for a team of agents, ensuring service level targets and a consistently superior customer experience.

The role focuses on people management, staff development, and acting as the communication bridge between management and team, with responsibilities including monitoring performance, coaching, and process improvements.

Qualifications

• Experience leading a contact center or service team.
• Strong people management and staff development abilities.
• Ability to monitor performance and provide constructive feedback.

Responsibilities

• Manage day-to-day planning, operation and problem-solving of a team of agents to meet service level components.
• Ensure delivery of quality and productivity targets; monitor indicators.
• Handle HR issues and staff development; conduct performance appraisals.
• Oversee floor management and adherence to schedule; act as liaison between team and management.
• Lead call monitoring, coaching and feedback to ensure superior customer experience.
• Compile reports on team performance and customer feedback; propose process improvements.

Skills

People management

Coaching

Communication

Problem solving

Performance feedback

Job description

Probe CX in Makati seeks a team-lead to manage day-to-day planning, operation, and problem-solving for a team of agents, ensuring service level targets and a consistently superior customer experience.

The role focuses on people management, staff development, and acting as the communication bridge between management and team, with responsibilities including monitoring performance, coaching, and process improvements.