Team Leader

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.

Main Activities and Responsibilities:
● 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.

eadership
● Provide leadership & support for direct reports, appraise their performance (If applicable)

● Ensure team & individual Key Performance Indicators (KPIs) are met (if applicable)
● Role model & hold others accountable for demonstrating our values & behaviours
● Lead function, team, self & others through change, whilst maintaining operational effectiveness
● Drive improvements in function / team
● Drive & implement innovation & improvement in function/team
Systems Processes & Policy
● Ensure all policies & procedures are adhered to, including compliance obligations
● Ensure key function policies are in place & are current
● Drive & implement operational excellence in function / line of business
● Ensure compliance within function / line of business
Client & Stakeholders
● Establish & maintain effective working relationships with Managers & peers, employees & key stakeholders
Financial
● Focus team on growth & cost management