Customer Interaction Centre Team Leader

Probe CX Makati, National Capital Region, Philippines

Job Title

Customer Team Lead

Responsibilities

• Manage day‑to‑day planning, operation and problem‑solving of a team of agents to meet required service level components, standards and sales targets.
• Deliver team sales, service level components, quality and productivity targets & indicators.
• People management, including all HR related issues and staff development.
• Operational management: managing the floor and adherence to schedule.
• Own and resolve problems and escalations.
• Monitor calls, coach and provide feedback to deliver a defined customer experience in every call.
• Train and develop staff.
• Recommend product and process improvements based on customer feedback.
• Conduct performance appraisals for the team.
• Compile reports on performance and customer feedback.

Qualifications & Key Co...