Team Leader at Probe CX

, Pampanga, Philippines -

Full Time

Start Date

Immediate

Expiry Date

04 Oct, 26

Salary

0.0

Posted On

06 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Management, Operational Management, Performance Appraisal, Call Monitoring, Coaching, Staff Development, Problem Solving, Customer Experience Management, Reporting, Sales Target Management, HR Management, Process Improvement

Industry

Outsourcing and Offshoring Consulting

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. ● 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. 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.

Responsibilities

Manage the daily operations and performance of a team of agents to meet service levels and sales targets. Act as the primary communication link between staff and management while overseeing training, coaching, and HR-related issues.