Team Leader - Makati

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

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.

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:

• 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.