Team Leader

Probe CX – Team Leader

Location: Quezon City, National Capital Region, Philippines

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

• Manage day‑to‑day planning, operations and problem‑solving of a team of agents to meet required service level components.
• Deliver team service level components, quality and productivity targets & indicators.
• People management, including all HR related issues and staff development.
• Operational management: manage the floor and adherence to schedule.
• Own and resolve problems.
• Call monitoring, coaching and feedback, responsible for delivering the defined customer experience on every call.
• Recommend product and process developments based on customer feedback and analysis.
• Conduct performan...