Team Leader

ProbeGroup Philippines Inc.; Philippines; On-site; PHP 300,000 - 600,000; Full time

Job summary

Probe Group Philippines Inc. is looking for a proactive team leader to oversee a group of agents delivering exceptional customer service.

You will manage day-to-day operations, monitor service levels, coach staff, and act as the main liaison between agents and management, ensuring a consistently high experience for customers. The role emphasizes performance reporting, process improvements based on feedback, and scaling CX capabilities across a fast-growing, multinational client base.

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.

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.
• Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions.
• Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.