At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
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.
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 Technical Support is preferred
● 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