Technical Support Circle Leader at Probe CX

Taguig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

06 Sep, 26

Salary

0.0

Posted On

08 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Management, Operational Management, Technical Support, Performance Appraisal, Call Monitoring, Coaching, Problem Solving, Critical Thinking, Customer Experience, Verbal Communication, Written Communication, Reporting, Schedule Adherence, Process Improvement, Conflict Resolution, Team Leadership

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. 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. Offers solutions and suggestions for process and product improvement to management. Qualifications At least 1 year 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 for TELCO account is highly desirable 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 BGC, Taguig 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 technical support team to ensure service level targets and superior customer experiences are met. Act as the primary communication link between agents and management while providing coaching and process improvement recommendations.