Team Lead - Customer Experience & Performance (Makati)

Probe Group; Philippines; On-site; PHP 480,000 - 600,000; Full time

Job summary

Probe Group Philippines is seeking a Team Leader in Makati to drive the performance of a contact center team. You will coach, motivate and engage teammates to hit metrics, ensure a superior customer experience, and act as a bridge between the team and management.

You will manage day-to-day operations, monitor calls, deliver training, conduct performance reviews, and coordinate with other departments to improve processes and revenue generation while upholding quality standards.

Qualifications

• Proven experience leading contact center teams.
• Strong communication and interpersonal skills.
• Ability to analyze metrics and drive improvements.

Responsibilities

• Manage day-to-day planning, operation and problem-solving for the team.
• Deliver coaching to improve performance and customer experience.
• Monitor adherence to schedules and service level targets.
• Conduct performance appraisals and provide feedback.
• Prepare and present team performance reports.

Skills

Team leadership

Coaching

Customer service

Performance mgmt

Job description

Probe Group Philippines is seeking a Team Leader in Makati to drive the performance of a contact center team. You will coach, motivate and engage teammates to hit metrics, ensure a superior customer experience, and act as a bridge between the team and management.

You will manage day-to-day operations, monitor calls, deliver training, conduct performance reviews, and coordinate with other departments to improve processes and revenue generation while upholding quality standards.