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.

About the role
The Team Leader will guide, coach, and inspire a team of agents in achieving performance and service excellence. This role is ideal for someone with strong leadership skills, a passion for coaching, and the ability to manage day-to-day operations while driving continuous improvement.

Duties & Responsibilities
● Conduct weekly 1:1 coaching sessions with team members
● Provide feedback, action plans, and performance tracking
● Lead team meetings focused on quality, productivity, and improvement strategies
● Identify performance trends using QA scores and productivity metrics
● Monitor daily queue volumes and allocate resources to meet SLAs
● Act as the main point of contact for day-to-day operations
● Resolve escalations, tickets, and client concerns as needed
● Ensure accurate time tracking and productivity reporting
● Communicate updates, issues, and policy changes to the team
● Collaborate with clients through regular meetings and feedback sessions
● Prepare agendas and contribute to performance discussions with stakeholders

Skills & Capabilities
● Proven experience as a Team Leader or Supervisor
● Strong leadership, coaching, and conflict resolution abilities
● Experience handling voice and non-voice customer support teams
● Strong understanding of performance metrics and team analytics
● Excellent written and verbal English communication skills
● Highly organized with strong decision-making and problem-solving skill