Customer Experience Team Lead: Coaching & Performance

ProbeGroup Philippines Inc.

Quezon City

On-site

PHP 424,000 - 603,000

Full time

4 days ago

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Job summary

Probe Group Philippines is hiring a results-driven Team Leader for its Eastwood, Quezon City operations. You will oversee daily planning, coaching, and performance of a customer service team to meet service levels and deliver a consistently superior customer experience.

The ideal candidate has at least 1 year of Team Leader experience, strong verbal and written communication, and a solid customer service background.

Qualifications

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

Responsibilities

Oversee day-to-day planning, operation and problem-solving of a team of agents to meet service level components and deliver superior customer experience.
Deliver team service level components, quality and productivity targets & indicators.
Lead People Management including HR issues and staff development.
Manage floor operations and adherence to schedule.
Own and resolve issues; monitor calls and provide coaching and feedback.
Provide recommendations for product and process improvements based on customer feedback.