Job Description

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.
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.

Qualifications:

At least 1 year of Team Leader experience is required
Preferably with Collections background but not required
Must have Customer Service background
Has strong verbal and written communication and comprehension skills
Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction
Must be amenable to work in Eastwood, Quezon City

About Probe Group

Probe Group is a leader in customer experience (CX) and business process outsourcing (BPO) services. We're a team of over 19,000 passionate individuals, driven by a shared belief in the power of human connection. We combine digital innovation with a people-first approach, crafting exceptional experiences that consistently exceed client expectations.

At the heart of Probe Group is the commitment to empowering people, driving innovation and harnessing technology to deliver meaningful experiences that truly matter. Our house of brands – Probe CX, Innovior, Convai, MicroSourcing and Beepo – each with their own unique identities and specialisations, work together to drive growth. We help our clients become modern digital organisations, where technology enhances, not replaces, the human touch.

We aim to be the digitally enabled, data driven and people led customer experience brand of choice. As CX experts, we understand customer needs, crafting personalised, efficient and effective interactions that foster lasting relationships. That’s why we build digital environments that foster both customer satisfaction and employee fulfillment. We champion the human element, bringing crucial empathy, understanding and personal connection which are key to exceptional CX.

Our end-to-end service offerings include CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. We offer onshore, nearshore and offshore CX services, leveraging local expertise to enhance customer interactions across 28 markets.

We are Probe Group: diverse, empowering, accountable, innovative, customer-obsessed, respectful and empathetic. Uniquely digital. Naturally human.

Industry

Consulting & Advisory

Company Size

10,000+ employees

Headquarters

Melbourne, AU

Year Founded

Unknown

Website

probe.group

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