Deskripsi Pekerjaan
Are you an experienced leader with a passion for driving performance and developing talent? Probe CX is seeking a highly motivated and results-driven Team Leader to join our dynamic team in Eastwood, Metro Manila. In this role, you will be the heartbeat of our operations, guiding a team of customer service professionals to deliver exceptional experiences for our global clients.
As a Team Leader, you won't just manage KPIs; you will mentor, inspire, and foster a culture of excellence. We are looking for an individual who thrives in a fast-paced environment and is ready to hit the ground running. If you have a proven track record in BPO leadership, possess excellent analytical skills, and are committed to operational success, we want to hear from you today.
Join Probe CX and take the next step in your career with a company that values innovation, employee growth, and outstanding service delivery.
Tanggung Jawab
- Lead, coach, and develop a team of customer service representatives to meet and exceed KPIs.
- Monitor call quality and performance metrics to ensure adherence to company and client standards.
- Conduct regular 1-on-1 coaching sessions and performance reviews to drive continuous improvement.
- Manage real-time operational workflows and troubleshoot issues to ensure seamless service delivery.
- Foster a positive and collaborative team environment through consistent engagement and support.
- Prepare accurate performance reports and present insights to senior management.
- Implement operational strategies to optimize productivity and reduce customer handling time.
Kualifikasi
- At least 2 years of experience as a Team Leader within a BPO/Call Center environment.
- Strong understanding of contact center metrics (CSAT, AHT, QA, Utilization).
- Excellent communication skills in English, both written and verbal.
- Demonstrated ability to mentor and motivate high-performing teams.
- Proficiency in MS Office Suite (Excel, PowerPoint, Word) and CRM tools.
- Willingness to work in flexible shifts, including weekends and holidays.
- Ability to work on-site in Eastwood, Quezon City.