Team Leader

5 days ago

Makati, Philippines Probe CX Full time

Probe CX – Makati, National Capital Region, Philippines Team Leader – Contact Centre 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 Manage day–to–day planning, operation, and problem‑solving of a team of agents to meet service level components, while developing the team for consistently superior customer experience. Ensure delivery of team service level components, quality, and productivity targets & indicators. People management, including all HR related issues and staff development. Operational management: managing floor, adherence to schedule. Ownership and problem resolution. Call monitoring, coaching & feedback, responsible for delivery of defined customer experience in every call. Recommend product and process improvements based on customer feedback and analysis. Conduct performance appraisals for the team. Compile reports on team performance and customer feedback. Act as focal point for dissemination of information between management and team. Work closely with team members to solve customer problems and address agent weaknesses. Offer solutions and suggestions for process and product improvement to management. Qualifications At least 1–2 years of Team Leader experience. Preferably with Customer Service and Escalations background. Strong verbal and written communication and comprehension skills. Good problem‑solving and critical‑thinking skills focused on issue resolution and customer satisfaction. Must be amenable to work in Wilcon Makati. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Customer Service #J-18808-Ljbffr

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