Performance Coach & Team Lead

Probe CX; Quezon City; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Probe CX in Metro Manila, Philippines, seeks a Circle Leader to drive team performance, coaching and engaging teammates to meet metrics and goals. The role acts as liaison between agents and other departments, managing daily operations and training while ensuring top-tier customer service.

Ideal candidates bring at least 2 years' supervision experience, strong communication, problem solving, and the ability to work under pressure in a fast-paced environment.

Qualifications

• At least 2 years' experience in a similar capacity is required for this position.

Responsibilities

• Manage day-to-day planning, operation and problem-solving of a team of agents to meet service levels and sales targets.
• Ensure a consistently superior customer experience through knowledgeable, customer-focused agents and act 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.
• Oversee floor management, scheduling adherence, and operational flow.
• Own issues and resolutions; monitor calls and provide coaching for defined customer experience.
• Train and develop staff and identify training needs; adjust targets to business needs.
• Generate performance reports and communicate findings to management and teammates.
• Recommend product and process improvements based on customer feedback.
• Conduct performance appraisals and manage HR-related processes including promotions and terminations.

Skills

Team leadership

Coaching

Customer service

Communication skills

Problem solving

Multitasking

Attention to detail

Self-motivation

Independent work

Cross-functional collaboration

Adaptability

Pressure handling

Job description

Probe CX in Metro Manila, Philippines, seeks a Circle Leader to drive team performance, coaching and engaging teammates to meet metrics and goals. The role acts as liaison between agents and other departments, managing daily operations and training while ensuring top-tier customer service.

Ideal candidates bring at least 2 years' supervision experience, strong communication, problem solving, and the ability to work under pressure in a fast-paced environment.