Team Leader

Probe CX; Hinoba-an; On-site; PHP 469,000 - 614,000; Full time

Job summary

Probe CX in the Philippines is seeking a Team Leader to manage a contact centre team, ensuring service levels and delivering a superior customer experience. You will coach agents, monitor performance, run appraisals, and report on results, while liaising between staff and management to drive continuous improvements.

Based in Eastwood, Quezon City, the role requires at least 1 year of Team Leader experience and a solid customer service background, with strong verbal and written communication and

Qualifications

• At least 1 year of Team Leader experience is required.
• Preferably with Collections background but not required.
• Must have Customer Service background.
• Has strong verbal and written communication and comprehension skills.
• Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction.
• Must be amenable to work in Eastwood, Quezon City.

Responsibilities

• Manage the 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 consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication between the Teammates and Management.
• Conduct performance appraisal for the team and compile reports on team performance and customer feedback.
• Call monitoring, coaching and providing feedback to improve delivery of the defined customer experience on every call.
• Provide recommendations for process and product improvements based on customer feedback and analysis.

Skills

Team leadership

Verbal communication

Written communication

Customer service

Problem solving

Critical thinking

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.

Job Overview

Job Overview: The Team Leader is responsible for managing Team Members within the Contact Centre, including the performance of their teams and the individual Team Members. Duties and 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, 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 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. 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. 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.

Qualifications

• At least 1 year of Team Leader experience is required
• Preferably with Collections background but not required
• Must have Customer Service background
• Has strong verbal and written communication and comprehension skills
• Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction
• Must be amenable to work in Eastwood, Quezon City

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