Customer Experience Team Lead

Probe Group; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Probe Group in Manila, Philippines is seeking an experienced operations leader to manage a team of agents and ensure delivery of premier customer service. You will coordinate day-to-day planning, drive quality and productivity targets, and act as a bridge between agents and management.

The role emphasizes people management, coaching, performance appraisal, and continuous improvement of processes based on customer feedback.

Responsibilities

• To manage the day–to–day planning, operation and problem-solving of a team of agents to meet with the required service level components, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication between the Teammates and Management.
• Delivery of team service level components, quality and productivity targets & indicators.
• People Management, including all HR related issues, as well as staff development.
• Operational Management: Managing the floor, adherence to schedule.
• Ownership and problem resolution.
• Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
• Recommendations for product and process development based on customer feedback and analysis of the same.
• Conducting performance appraisal for the team.
• Compiling reports on team’s performance and customer feedback.
• Communication and being a focal point of dissemination of information from management to team and vice versa.
• Work closely with team members to solve customer problems. Also needs to understand the agent's problems and weaknesses.
• Offers solutions and suggestions for process and product improvement to management.
• Communication and being a focal point of dissemination of information from management to team and vice versa.
• Work closely with team members to solve customer problems. Also needs to understand the agent's problems and weaknesses.
• Offers solutions and suggestions for process and product improvement to management.

Job description

Probe Group in Manila, Philippines is seeking an experienced operations leader to manage a team of agents and ensure delivery of premier customer service. You will coordinate day-to-day planning, drive quality and productivity targets, and act as a bridge between agents and management.

The role emphasizes people management, coaching, performance appraisal, and continuous improvement of processes based on customer feedback.