Team Leader - Makati

Probe Group; Philippines; On-site; PHP 480,000 - 600,000; Full time

Job summary

Probe Group Philippines is seeking a Team Leader in Makati to drive the performance of a contact center team. You will coach, motivate and engage teammates to hit metrics, ensure a superior customer experience, and act as a bridge between the team and management.

You will manage day-to-day operations, monitor calls, deliver training, conduct performance reviews, and coordinate with other departments to improve processes and revenue generation while upholding quality standards.

Qualifications

• Proven experience leading contact center teams.
• Strong communication and interpersonal skills.
• Ability to analyze metrics and drive improvements.

Responsibilities

• Manage day-to-day planning, operation and problem-solving for the team.
• Deliver coaching to improve performance and customer experience.
• Monitor adherence to schedules and service level targets.
• Conduct performance appraisals and provide feedback.
• Prepare and present team performance reports.

Skills

Team leadership

Coaching

Customer service

Performance mgmt

Job description

## Team Leader - MakatiApplylocations: Makati City MNL Philippinesposted on: Posted Todayjob requisition id: JR14239At 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.