Probe CX · 8 hours ago
Team Leader
Location, WV
Full-time
Onsite
Entry, Mid Level
1+ years expProbe CX is seeking a Team Leader to manage Team Members within the Contact Centre. The role involves overseeing day-to-day operations, ensuring superior customer experiences, and managing team performance and development.
Outsourcing/Offshoring
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
Qualification
Required
At least 1-2 years of Team Leader experience is required
Preferably with Customer Service or Sales 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 Wilcon, Makati
Company
Probe CX
Probe CX is a global customer experience organisation focused on creating environments where digitally-enabled CX thrives.
10001+ employees
Funding
Current Stage
Late StageCompany data provided by crunchbase