Team Leader – Customer Experience & Coaching

Probe CX; Hinoba-an; On-site; PHP 469,000 - 614,000; Full time

Job summary

Probe CX in the Philippines is seeking a Team Leader to manage a contact centre team, ensuring service levels and delivering a superior customer experience. You will coach agents, monitor performance, run appraisals, and report on results, while liaising between staff and management to drive continuous improvements.

Based in Eastwood, Quezon City, the role requires at least 1 year of Team Leader experience and a solid customer service background, with strong verbal and written communication and

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.

Responsibilities

• Manage the day-to-day planning, operation and problem-solving of a team of agents to meet service level components.
• 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.
• Conduct performance appraisal for the team and compile reports on team performance and customer feedback.
• Call monitoring, coaching and providing feedback to improve delivery of the defined customer experience on every call.
• Provide recommendations for process and product improvements based on customer feedback and analysis.

Skills

Team leadership

Verbal communication

Written communication

Customer service

Problem solving

Critical thinking

Job description

Probe CX in the Philippines is seeking a Team Leader to manage a contact centre team, ensuring service levels and delivering a superior customer experience. You will coach agents, monitor performance, run appraisals, and report on results, while liaising between staff and management to drive continuous improvements.

Based in Eastwood, Quezon City, the role requires at least 1 year of Team Leader experience and a solid customer service background, with strong verbal and written communication and