Team Leader

ProbeGroup Philippines Inc.; Quezon City; On-site; PHP 424,000 - 603,000; Full time

Job summary

Probe Group Philippines is hiring a results-driven Team Leader for its Eastwood, Quezon City operations. You will oversee daily planning, coaching, and performance of a customer service team to meet service levels and deliver a consistently superior customer experience.

The ideal candidate has at least 1 year of Team Leader experience, strong verbal and written communication, and a solid customer service background.

Qualifications

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

Responsibilities

• Oversee day-to-day planning, operation and problem-solving of a team of agents to meet service level components and deliver superior customer experience.
• Deliver team service level components, quality and productivity targets & indicators.
• Lead People Management including HR issues and staff development.
• Manage floor operations and adherence to schedule.
• Own and resolve issues; monitor calls and provide coaching and feedback.
• Provide recommendations for product and process improvements based on customer feedback.

Skills

Team Leader experience

Collections background

Customer Service background

Verbal and written communication

Problem solving and critical thinking

Eastwood Quezon City

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.

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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