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.

The Team Leader will be responsible for managing the performance of

Assigned Customer Service Agents and apply strategic processes to improve team performance and contribute to the ongoing improvement of the account.

• Improve & sustain team performance to deliver and exceed assigned key performance indicators (KPIs)

• Maintain a daily/weekly/monthly operating rhythm

• Manage productivity/ service levels

• Evaluate communications (chat,webform,voice) based on quality standards

• Train and educate staff to handle new procedures

• Drive efficiency and process improvement based on customer & client feedback

• Develop and maintain healthy and productive working relationships and team culture

• Ensure clear communication with key stakeholders

• Identify opportunities to improve that contribute to the success of the entire centre

• Implement development plans for underperforming agents

• 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,self and team