29 May 2021
Junior Team Leader – BPO Industry (Night Shift) – June 2021 Start


Company: Probe PH
Work Location: Beepo Office Clark Freeport Zone, Pampanga
Job Purpose
Ensuring that all operations are manufactured in a correct, cost effective and timely manner in alignment with specifications and quality requirements. Coordinate all organization’s operations. 
You will be responsible for improving performance, productivity, efficiency and profitability through the implementation of effective methods and strategies. You will manage a team of managers, training managers, and other direct reports.
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 Experience:
  • At least 1 year 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
  • Must be willing to work in Clark, Pampanga
Who are we? 
Probe Group is an Australian private firm with global reach, world class business systems, operational controls and beautifully simple solutions. 
We have 5 sites in the Philippines so far –
Philplans Corporate Center in BGC, The Curve in BGC, Wilcon IT Hub in Makati, Clark, Pampanga, and 1880 in Eastwood. 
We have a headcount of 1500 employees in Manila alone, 2782 in Australia and 570 in New Zealand.