{"id":4058114,"url":"https://alion.io/job/probe-cx-team-leader-3","title":"Team Leader","company":{"id":2948209,"name":"Probe CX","domain":"probecx.com","url":"https://alion.io/company/probecx","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Taguig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-21T00:00:00Z","employer_posted_date":"2026-08-21","last_verified_at":"2026-11-11T06:36:07Z","board_verified":true,"closed_at":null,"days_open":82,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":82},"description":"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.\nTo 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.\n\nDelivery of team sales, service level components, quality and productivity targets & indicators.\n\nPeople Management, including all HR related issues, as well as staff development.\n\nOperational Management: Managing the floor, adherence to schedule.\n\nOwnership and problem resolution.\n\nCall monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.\n\nResponsible for Training and development of staff.\n\nRecommendations for product and process development based on customer feedback and analysis of the same.\n\nConducting performance appraisal for the team.\n\nCompiling reports on team’s performance and customer feedback.\n\nCommunication and being a focal point of dissemination of information from management to team and vice versa.\n\nWork closely with team members to solve customer problems. Also needs to understand the agent's problems and weaknesses.\n\nOffers solutions and suggestions for process and product improvement to management.\n\nRequired making decisions on any matters relating to improving revenue generation & customer satisfaction with regards insofar as it affects call handling processes.\n\nPossesses certain additional supervisory level authority for reversal of charges.\n\nResponsible for making decisions on training requirements for team members and adjusting targets to suit the needs of the business.\n\nResponsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.\n\nQualifications:\nExperience in Telco account is required\n\nHas strong verbal and written communication and comprehension skills\n\nGood problem solving and critical thinking skills with focus on issue resolution and customer satisfaction\n\nMust be amenable to work in BGC, Taguig","description_format":"text","description_chars":2703,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Professional Services","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-11-11T06:36:07Z"}],"visa":[],"liveness":{"score":16,"band":"cold","label":"Long shot","p_open":1,"p_active":0.583,"p_room":0.28,"age_days":82,"expected_fill_days":30,"reasons":["conf:2","win:tail","crowd:"],"computed_at":"2026-11-11T08:42:54Z"},"pay":null,"html_url":"https://alion.io/job/probe-cx-team-leader-3","json_url":"https://alion.io/job/probe-cx-team-leader-3.json","meta":{"generated_at":"2026-11-11T08:42:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14038,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2948209},"rest":"https://alion.io/mcp/rest/get_company?id=2948209"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fprobe-cx-team-leader-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fprobe-cx-team-leader-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fprobe-cx-team-leader-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/probe-cx-team-leader-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fprobe-cx-team-leader-3"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4058114}},{"tool":"search_jobs","arguments":{"company":"probecx.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4058114},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}