Team Leader

7 days ago


Makati City, National Capital Region, Philippines Probe CX Full time

Probe CX Makati, National Capital Region, Philippines

The program's purpose is to build a customer service and technical support leverages the strengths of the campaign:

  1. Providing in-home solutions to make customers' lives easier, providing customers with exceptional customer experience
  2. Delivering operational excellence, supported by market best practice processing capabilities.

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:

  1. 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.
  2. Delivery of team service level components, quality and productivity targets & indicators.
  3. People Management, including all HR related issues, as well as staff development.
  4. Operational Management: Managing the floor, adherence to schedule.
  5. Ownership and problem resolution.
  6. Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
  7. Recommendations for product and process development based on customer feedback and analysis of the same.
  8. Conducting performance appraisal for the team.
  9. Compiling reports on team's performance and customer feedback.
  10. Communication and being a focal point of dissemination of information from management to team and vice versa.
  11. Work closely with team members to solve customer problems. Also needs to understand the agent's problems and weaknesses.
  12. Offers solutions and suggestions for process and product improvement to management.

Qualifications:

  1. At least 3 years' experience in similar capacity is required for this position
  2. Experience on phone and email support
  3. Experience in Customer Service and Technical Support
  4. Has strong verbal and written communication and comprehension skills
  5. Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction
  6. Must be amenable to work onsite in Wilcon, Makati
Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Customer Service

Industries

Outsourcing and Offshoring Consulting

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