Job Purpose
The Circle Leader will drive the performance of the teammates to continuously hit metrics and goals. His role is to coach, motivate and engage teammates to ensure that they are a productive resource to ProbeGroup
Philippines, Inc. He will also act as a liaison between the teammates and other departments.
Duties And 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, standards and sales targets, 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 sales, 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.
- Responsible for Training and development of staff.
- 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.
- Required making decisions on any matters relating to improving revenue generation & customer satisfaction with regards insofar as it affects call handling processes.
- Possesses certain additional supervisory level authority for reversal of charges.
- Responsible for making decisions on training requirements for team members and adjusting targets to suit the needs of the business.
- Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.
Qualifications And Key Competencies
- At least 2 years experience in similar capacity is required for this position
- Experience on phone, email and live chat support preferred but not required
- Experience in Customer Service, Sales, Billing, Collections and Technical Support preferred but not required
- Has strong verbal and written communication and comprehension skills
- Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction
- Resourceful, able to multitask and has high attention to details
- Self-motivated and able to work independently as well as contribute to cross-functional and global teams
- Flexible and has the ability to quickly adjust to frequent process and information changes
- Can work under pressure
