Team Leader: Customer Experience & Performance Coach

Probe Group; Makati; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Probe Group in the Philippines seeks a Team Leader to drive performance and coach a team of agents to meet service levels, sales targets, and customer experience standards. You will act as a liaison between teammates and management to ensure effective communication.

The role covers planning, operations, training, performance appraisal, reporting, and process improvements, with a focus on revenue generation and customer satisfaction across multiple channels.

Qualifications

• Experience leading a contact center or BPO team.
• Ability to coach and motivate teammates to meet targets.
• Familiar with performance metrics and reporting.

Responsibilities

• Manage day-to-day planning, operation, and problem-solving for a team of agents to meet service level components and sales targets.
• Drive delivery of team sales, service levels, quality, and productivity targets and indicators.
• Handle people management including HR-related issues and staff development.
• Oversee floor management, scheduling adherence, and operational efficiency.
• Monitors calls, provides coaching and feedback to ensure consistent customer experience.
• Lead training and development of staff and recommend process improvements based on feedback.
• Conduct performance appraisals and compile team performance reports.
• Communicate management information to the team and ensure clear dissemination.

Skills

Team leadership

Coaching

Performance metrics

HR handling

Customer service

Job description

Probe Group in the Philippines seeks a Team Leader to drive performance and coach a team of agents to meet service levels, sales targets, and customer experience standards. You will act as a liaison between teammates and management to ensure effective communication.

The role covers planning, operations, training, performance appraisal, reporting, and process improvements, with a focus on revenue generation and customer satisfaction across multiple channels.