CSAT-Driven Team Leader & Call Center Coach

VXI Global Holdings B.V. (Philippines); Quezon City; On-site; PHP 335,000 - 469,000; Full time

Job summary

VXI Global Holdings B.V. (Philippines) seeks a capable supervisor to coach and manage CSAT performance across center teams. You will lead calibration sessions, monitor agent metrics, and drive quality and attendance initiatives to meet site goals.

The role requires hands-on leadership, experience with team handling, and willingness to work at Bridgetowne with shifting schedules. You will collaborate with HR, IT, and operations to maintain service levels and agent development.

Qualifications

• Experience coaching and managing CSAT performance.
• Supervisory or team-handling experience preferred.
• Open to Subject Matter Expert with at least 1 year experience.
• Willing to work at Bridgetowne site on shifting schedule.

Responsibilities

• Tracks and documents employee performance metrics and attendance.
• Reviews agent performance daily to meet or exceed goals.
• Analyzes agent KPI/Sales performance and prepares coaching plans.
• Monitors and assesses calls to drive improvement.
• Ensures calls align with QA objectives and CSAT targets.
• Leads team meetings to calibrate knowledge and performance.
• Supports and enforces code of conduct and policy compliance.
• Drives teamwork and implements call center initiatives.

Skills

Coaching CSAT

Team leadership

Performance coaching

Education

Supervisor/Team lead experience

Job description

VXI Global Holdings B.V. (Philippines) seeks a capable supervisor to coach and manage CSAT performance across center teams. You will lead calibration sessions, monitor agent metrics, and drive quality and attendance initiatives to meet site goals.

The role requires hands-on leadership, experience with team handling, and willingness to work at Bridgetowne with shifting schedules. You will collaborate with HR, IT, and operations to maintain service levels and agent development.