Team Leader

Probe CX; Hinoba-an; On-site; PHP 350,000 - 550,000; Full time

Job summary

Probe Group in the Philippines is seeking a Team Leader to manage a contact centre team, overseeing day-to-day operations and driving service level commitments. You will guide agents to deliver a consistently superior customer experience with knowledgeable, customer-focused interactions.

You will coach, monitor performance, handle HR-related issues, and ensure adherence to schedules while collaborating with management to improve processes and outcomes.

Responsibilities

• Manage 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 superior customer experience by knowledgeable, customer-focused agents.
• Act as communication between teammates and Management; monitor, coach and provide feedback on performance.
• Compile reports on team performance and customer feedback and contribute to process improvements.

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:

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.

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