Customer Experience Team Leader

Probe CX; Hinoba-an; On-site; PHP 350,000 - 550,000; Full time

Job summary

Probe Group in the Philippines is seeking a Team Leader to manage a contact centre team, overseeing day-to-day operations and driving service level commitments. You will guide agents to deliver a consistently superior customer experience with knowledgeable, customer-focused interactions.

You will coach, monitor performance, handle HR-related issues, and ensure adherence to schedules while collaborating with management to improve processes and outcomes.

Responsibilities

• Manage day-to-day planning, operation and problem-solving of a team of agents to meet service level components.
• Develop the team to ensure delivery of a superior customer experience by knowledgeable, customer-focused agents.
• Act as communication between teammates and Management; monitor, coach and provide feedback on performance.
• Compile reports on team performance and customer feedback and contribute to process improvements.

Job description

Probe Group in the Philippines is seeking a Team Leader to manage a contact centre team, overseeing day-to-day operations and driving service level commitments. You will guide agents to deliver a consistently superior customer experience with knowledgeable, customer-focused interactions.

You will coach, monitor performance, handle HR-related issues, and ensure adherence to schedules while collaborating with management to improve processes and outcomes.