Team Lead

Company : Probe Group

Job Type : Full Time

Philippines

Number of Applicants

000+

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Job Description - Team Lead

Monitor employee performance against work schedules and real-time productivity through applications.
Listen to and/or review and score calls according to the Quality Framework
Coach and mentor agents to ensure consistent competency and performance.
Maintain operational reports to allocate daily tasks and track team performance.
Continually maintain working knowledge of all products, services, systems
Act as a conduit between Probe CX and the client, ensuring clear and effective communication channels.
Develop and maintain relevant knowledge of campaign products and systems
Ensure clear, constructive and timely communication with key stakeholders
To become multi-skilled in order to respond to any customer inquiry promptly, accurately and effectively at all times (if needed)
To engage with other parts of the business to provide customers with solutions to their enquiry/complaint.
To maintain a balance in decision making ensuring that both the needs of the customer and those of the Company are met.
Work collaboratively with other parts of the business to identify improvement opportunities and drive change throughout the organisation.
To be able and willing to train other team members
To be able to perform other adhoc admin activities when required.
Proactively manage risk and maintain quality assurance across all functions of the call centre.
Contribute to the medium-long term health of your team and contact centre
Implement and support cultural activities and reward and recognition programs
Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
Complete all necessary training requirements and professional development opportunities.

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Team Lead

Job Description - Team Lead

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