Team Leader

Probe CX; Makati; On-site; PHP 600,000 - 820,000; Full time

Job summary

Probe CX in Makati, Philippines, is seeking a supervisory candidate to manage day-to-day planning and operations for a team of agents. The role focuses on achieving service levels, sales targets, and a consistently superior customer experience through skilled coaching and process improvements.

The ideal candidate will have at least 2 years' experience in a similar capacity, strong communication and problem-solving skills, and the ability to multitask while maintaining attention to detail.

Qualifications

• At least 2 years' experience in a similar capacity.

Responsibilities

• Manage day-to-day planning, operation and problem-solving of a team of agents to meet service levels and sales targets.
• Deliver team sales, service level components, quality and productivity targets.
• Coach, monitor, and provide feedback to agents to ensure superior customer experience.
• Handle staff development, training and performance appraisals.
• Generate reports on team performance and customer feedback.
• Communicate information between management and team and coordinate with teammates.

Skills

Team management

Communication skills

Problem solving

Multitasking

Attention to detail

Customer service experience

Job description

Job Description

• 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.

Qualifications And Key Competencies

• At least 2 years' experience in similar capacity is required for this position
• Experience on phone, email and live chat support preferred but not required
• Experience in Technical Support is preferred
• 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