Team Leader
Probe CX
Date: 12 hours ago
City: Quezon City
Contract type: Full time
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Job Description
Job Overview:
The Team Leader is responsible for managing Team Members within the Contact Centre, including the performance of their teams and the individual Team Members.
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
Previous job Next job
Job Description
Job Overview:
The Team Leader is responsible for managing Team Members within the Contact Centre, including the performance of their teams and the individual Team Members.
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, 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 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.
- 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.
- At least 2 years of Team Leader experience is required
- Has strong verbal and written communication and comprehension skills
- Good problem solving and critical thinking skills with focus on issue resolution and customer
- Must be amenable to work in Eastwood, Quezon City
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
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Jobseekers Also Viewed
No recommendations found
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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