Customer Interaction Centre Team Leader
Probe Group
Date: 2 weeks ago
City: Makati City
Contract type: Full time
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Job Description
Duties and responsibilities
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Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.
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Life at Probe Group
Culture Our unique passion-focused culture creates a bright, bold, and buzzing atmosphere.
Employee Wellbeing Probe looks to support your well-being, partnering with Sonder Digital Care Platform.
Diversity and Inclusion Our "I Belong" program aims to create an environment where our uniqueness can thrive.
Back to search results
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Job Description
Duties and 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
- 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.
- At least 2 years’ experience in similar capacity is required for this position
- Experience on phone, email and live chat support preferred but not required
- Experience in Technical Support is preferred
- Has strong verbal and written communication and comprehension skills
- Good problem solving and critical thinking skills with focus on issue
- Resourceful, able to multitask and has high attention to details
Apply Now
Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.
Get notified for similar jobs
You'll receive updates once a week
Enter Email address (Required)
Failure!
Get tailored job recommendations based on your interests.
profile icon
Profile recommendations
No recommendations found
Similar Jobs
No recommendations found
Jobseekers Also Viewed
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Life at Probe Group
Culture Our unique passion-focused culture creates a bright, bold, and buzzing atmosphere.
Employee Wellbeing Probe looks to support your well-being, partnering with Sonder Digital Care Platform.
Diversity and Inclusion Our "I Belong" program aims to create an environment where our uniqueness can thrive.
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