Team Leader - BPO | Makati | Dayshift

Probe CX; Makati; On-site; PHP 420,000 - 540,000; Full time

Job summary

ProbeGroup Philippines, Inc. in Makati is looking for a Team Leader who will drive teammate performance to continuously hit metrics and goals.

The role involves coaching, motivating and engaging teammates and acting as a liaison between the team and other departments. You will manage day-to-day operations, monitor calls, conduct coaching, handle training and staff development, and prepare performance reports for management.

Qualifications

• At least 1 year of Team Leader experience in a BPO setup.
• Amenable to work at Wilcon IT Hub, Makati.
• Preferably can start ASAP.

Responsibilities

• Plan, operate and solve problems for a team of agents to meet service levels and sales targets.
• Coach and motivate teammates to deliver superior customer experience.
• Manage HR issues, staff development and performance appraisals.
• Monitor calls, provide feedback and ensure adherence to schedules.
• Prepare reports on team performance and customer feedback.

Skills

Team leadership

Coaching

People management

Communication

Problem solving

Job description

Job Purpose:

The Team 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 & Responsibilities:

• 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:

• At least 1 year of Team Leader experience in a BPO set up
• Must be amenable to work in Wilcon IT Hub, Makati
• Preferably can start ASAP