Senior Team Leader

ProbeGroup Philippines Inc.; Quezon City; On-site; PHP 600,000 - 840,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Leadership

Customer Service

Communication

Problem Solving

Multitasking

Attention to detail

Independent worker

Cross-functional teamwork

Adaptability

Pressure handling

Job description

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Responsibilities

• To manage the day–to‑day planning, operation and problem‑solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer‑focused agents and to act as the communication between the Teammates and Management.
• Delivery of team sales, service level components, quality and productivity targets & indicators.
• People Management, including all HR related issues, as well as staff development.
• Operational Management: Managing the floor, adherence to schedule.
• Ownership and problem resolution.
• Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
• Responsible for Training and development of staff.
• Recommendations for product and process development based on customer feedback and analysis of the same.
• Conducting performance appraisal for the team.
• Compiling reports on team’s performance and customer feedback.
• Communication and being a focal point of dissemination of information from management to team and vice versa.
• Work closely with team members to solve customer problems.
• Also needs to understand the agent's problems and weaknesses.
• Offers solutions and suggestions for process and product improvement to management.
• Required making decisions on any matters relating to improving revenue generation & customer satisfaction with regards insofar as it affects call handling processes.
• Possesses certain additional supervisory level authority for reversal of charges.
• Responsible for making decisions on training requirements for team members and adjusting targets to suit the needs of the business.
• Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.

Qualifications

• At least 3 years experience in similar capacity is required for this position
• Strong Leadership skills
• Experience on phone, email and live chat support preferred but not required
• Experience in Customer Service, Sales, Billing, Collections and Technical Support preferred but not required
• Has strong verbal and written communication and comprehension skills
• Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction
• Resourceful, able to multitask and has high attention to details
• Self-motivated and able to work independently as well as contribute to cross‑functional and global teams
• Flexible and has the ability to quickly adjust to frequent process and information changes
• Can work under pressure

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