Customer Experience Team Lead - Coaching & Operations

Probe Group; Quezon; On-site; PHP 420,000 - 600,000; Full time

Job summary

Probe Group is looking for a Team Leader to manage a group of customer service agents in Eastwood, Quezon City. You will drive day‑to‑day planning, operations, and problem solving to meet service level targets and deliver a superior customer experience.

You will mentor and develop the team, monitor performance, and coordinate with management to implement process improvements based on customer feedback. Strong communication and analytical skills are essential for success.

Qualifications

• At least 1 year of Team Leader experience is required.
• Preferably with Collections background but not required.
• Must have Customer Service background.
• Has strong verbal and written communication and comprehension skills.
• Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction.
• Amenable to work in Eastwood, Quezon City.

Responsibilities

• Manage day–to–day planning, operation and problem-solving of a team of agents to meet service level components.
• Develop the team to deliver superior customer experience by knowledgeable and customer-focused agents.
• Act as the communication between teammates and management.
• Deliver team service level components, quality and productivity targets & indicators.
• Handle People Management including HR issues and staff development.
• Oversee floor management and adherence to schedule.
• Own and resolve issues.
• Monitor calls, coach and provide feedback to ensure defined customer experience on every call.
• Provide recommendations for product and process improvements based on customer feedback.
• Conduct performance appraisals for the team.
• Compile reports on team performance and customer feedback.
• Communicate information between management and team.
• Collaborate with team to solve customer problems and understand agents' problems and weaknesses.
• Offer solutions and suggestions for process and product improvement to management.

Skills

Team leadership

Customer service

Verbal and written communication

Problem solving

Critical thinking

Job description

Probe Group is looking for a Team Leader to manage a group of customer service agents in Eastwood, Quezon City. You will drive day‑to‑day planning, operations, and problem solving to meet service level targets and deliver a superior customer experience.

You will mentor and develop the team, monitor performance, and coordinate with management to implement process improvements based on customer feedback. Strong communication and analytical skills are essential for success.