Senior Team Lead - CX & Performance Coach

ProbeGroup Philippines Inc.; Quezon City; Sur place; PHP 600 000 - 840 000; Plein temps

Résumé du poste

Probe Group Philippines Inc. is seeking a capable supervisor to lead a day-to-day CX team across phone, email and live chat. You will ensure service levels, quality, and revenue targets are met while coaching agents and coordinating with management.

The role requires strong leadership, customer service experience, and the ability to adapt to changing processes; you will handle training and performance appraisals, acting as a bridge between agents and leadership. Based in Quezon City, Philippines.

Qualifications

• Three+ years of experience in a supervisory/leadership capacity.
• Experience in customer service, sales, billing, collections, and technical support preferred but not required.
• Strong verbal and written communication and comprehension skills.
• Good problem solving and critical thinking with focus on resolution and satisfaction.
• Resourceful, able to multitask and pay high attention to detail.
• Self-motivated and able to work independently or in cross‑functional teams.

Responsabilités

• Manage day-to-day planning, operation and problem-solving of a team of agents to meet service level components, standards and sales targets.
• Deliver team sales, service levels, quality and productivity indicators.
• Handle HR-related issues and staff development.
• Oversee floor management, schedule adherence, and operational flow.
• Make decisions to improve revenue generation and customer satisfaction in call handling.
• Conduct training needs assessment and guide performance appraisals.
• Compile reports on team performance and customer feedback; communicate with management.

Connaissances

Leadership

Customer Service

Communication

Problem Solving

Multitasking

Attention to detail

Independent worker

Cross-functional teamwork

Adaptability

Pressure handling

Description du poste

Probe Group Philippines Inc. is seeking a capable supervisor to lead a day-to-day CX team across phone, email and live chat. You will ensure service levels, quality, and revenue targets are met while coaching agents and coordinating with management.

The role requires strong leadership, customer service experience, and the ability to adapt to changing processes; you will handle training and performance appraisals, acting as a bridge between agents and leadership. Based in Quezon City, Philippines.