Customer Experience Team Lead

Probe CX; Philippines; On-site; PHP 335,000 - 502,000; Full time

Job summary

ProbeGroup Philippines, Inc. is seeking a Team Leader to drive the performance of a group of agents and coach them to achieve metrics and goals.

The role includes motivating and engaging teammates to be a productive resource and acting as a liaison between the team and other departments. The successful candidate will manage day-to-day operations, monitor and improve call handling, oversee HR aspects, and drive process improvements to enhance revenue and customer satisfaction.

Qualifications

• Team leadership and coaching experience.
• Customer service operations knowledge.
• HR-related people management skills.

Responsibilities

• Manage day-to-day planning, operation and problem-solving for a team of agents to meet service levels, standards and sales targets, acting as liaison between teammates and management.
• Deliver team sales, service level components, quality and productivity targets and indicators.
• People management, including HR issues and staff development.
• Operational management: managing the floor and adherence to schedule.
• Ownership and problem resolution.
• Call monitoring, coaching and feedback to ensure the defined customer experience on every call.
• Training and development of staff.
• Recommendations for product and process improvements based on customer feedback.
• Conducting performance appraisals for the team.
• Compile reports on team performance and customer feedback.
• Communicate and disseminate information between management and team.
• Work with team members to solve customer problems and understand agents' issues.
• Offer solutions and suggestions for process and product improvement to management.
• Make decisions to improve revenue generation and customer satisfaction with regard to call handling processes.
• Possess supervisory authority for reversal of charges where applicable.
• Decide training requirements for team members and adjust targets to suit business needs.
• Handle HR-related issues including appraisals, promotions and terminations.

Job description

ProbeGroup Philippines, Inc. is seeking a Team Leader to drive the performance of a group of agents and coach them to achieve metrics and goals.

The role includes motivating and engaging teammates to be a productive resource and acting as a liaison between the team and other departments. The successful candidate will manage day-to-day operations, monitor and improve call handling, oversee HR aspects, and drive process improvements to enhance revenue and customer satisfaction.