Customer Operations Lead — Flexible Hours & Team Coach

VXI Global Solutions; Manila; Sur place; PHP 420 000 - 600 000; Plein temps

Résumé du poste

VXI GLOBAL HOLDINGS BV (PHILIPPINES) is seeking an Operations Supervisor to oversee a customer service team and drive KPIs. You will coach, develop, and motivate staff while maintaining high customer satisfaction in a fast-paced call center environment.

You will monitor performance, provide actionable feedback, and collaborate with other departments to resolve issues and continuously improve processes. Flexible hours including evenings and weekends may be required.

Qualifications

• Bachelor’s degree in Business Administration, Management, or related field.
• 2–3 years in a supervisory or team lead role in a call center or customer service.
• Proven track record in leading and motivating teams to hit targets.
• Excellent verbal and written communication, interpersonal, and coaching skills.
• Strong analytical and problem-solving abilities with attention to detail.
• Proficiency with call center software, CRM systems, and MS Office.

Responsabilités

• Lead and coach a team of customer service representatives to meet performance targets such as SLAs, quality scores, and productivity metrics.
• Monitor real-time performance and implement corrective actions.
• Conduct regular coaching sessions, performance reviews, and provide feedback.
• Handle escalated inquiries and complex issues with timely resolutions.
• Ensure adherence to company policies, procedures and quality standards.
• Develop action plans to address performance gaps and improve efficiency.
• Collaborate with other departments to resolve issues and improve processes.
• Prepare and analyze performance reports to identify trends and solutions.
• Assist in recruitment, training, and onboarding of new team members.
• Foster a positive, engaging work environment promoting teamwork and growth.

Connaissances

Team leadership

Coaching

Performance management

Communication

Analytical thinking

CRM systems

MS Office

Formation

Bachelor's degree in Business Administration/Management

Outils

Call center software

CRM systems

MS Office Suite

Description du poste

VXI GLOBAL HOLDINGS BV (PHILIPPINES) is seeking an Operations Supervisor to oversee a customer service team and drive KPIs. You will coach, develop, and motivate staff while maintaining high customer satisfaction in a fast-paced call center environment.

You will monitor performance, provide actionable feedback, and collaborate with other departments to resolve issues and continuously improve processes. Flexible hours including evenings and weekends may be required.