Team Leader

Probe CX; Quezon City; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Probe CX in Metro Manila, Philippines, seeks a Circle Leader to drive team performance, coaching and engaging teammates to meet metrics and goals. The role acts as liaison between agents and other departments, managing daily operations and training while ensuring top-tier customer service.

Ideal candidates bring at least 2 years' supervision experience, strong communication, problem solving, and the ability to work under pressure in a fast-paced environment.

Qualifications

• At least 2 years' experience in a similar capacity is required for this position.

Responsibilities

• Manage day-to-day planning, operation and problem-solving of a team of agents to meet service levels and sales targets.
• Ensure a consistently superior customer experience through knowledgeable, customer-focused agents and act as liaison between teammates and management.
• Deliver team sales, service level components, quality and productivity targets and indicators.
• People management including HR issues and staff development.
• Oversee floor management, scheduling adherence, and operational flow.
• Own issues and resolutions; monitor calls and provide coaching for defined customer experience.
• Train and develop staff and identify training needs; adjust targets to business needs.
• Generate performance reports and communicate findings to management and teammates.
• Recommend product and process improvements based on customer feedback.
• Conduct performance appraisals and manage HR-related processes including promotions and terminations.

Skills

Team leadership

Coaching

Customer service

Communication skills

Problem solving

Multitasking

Attention to detail

Self-motivation

Independent work

Cross-functional collaboration

Adaptability

Pressure handling

Job description

Job purpose

The Circle Leader will drive the performance of the teammates to continuously hit metrics and goals. His role is to coach, motivate and engage teammates to ensure that they are a productive resource to ProbeGroup
Philippines, Inc. He will also act as a liaison between the teammates and other departments.

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, 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.

• Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.

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 Customer Service, Sales, Billing, Collections and Technical Support preferred but not required

• 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

• Self-motivated and able to work independently as well as contribute to cross-functional and global teams

• Flexible and has the ability to quickly adjust to frequent process and information changes

• Can work under pressure