Global Contact Center Team Lead - Performance & Coaching

VXI Global Solutions; Davao City; Sur place; PHP 391 000 - 614 000; Plein temps

Résumé du poste

VXI Global Solutions in the Philippines seeks a Team Leader to manage a group of 11 to 15 Global Agents/Sr. Global Agents, reviewing performance data and pinpointing root causes for variances to drive improvements.

You will coach through one-on-one sessions, monitor calls for quality and CSAT alignment, and coordinate with IT, HR, and Workforce teams to resolve issues and sustain site performance. The role involves leading team meetings, implementing center initiatives, and fostering

Qualifications

• Held a Team Leader/Supervisory position in a BPO.

Responsabilités

• Analyzes and trends agent KPI/Sales performance.
• Identifies performance gaps and prepares action plans for coaching and improvement.
• Monitors and assesses employee calls to drive performance improvement plans.
• Ensures calls align with Quality Assurance objectives and CSAT targets.
• Drives teamwork, accountability, and site performance through effective leadership.
• Plans and conducts team meetings to calibrate knowledge and performance.

Connaissances

Team leadership

Description du poste

VXI Global Solutions in the Philippines seeks a Team Leader to manage a group of 11 to 15 Global Agents/Sr. Global Agents, reviewing performance data and pinpointing root causes for variances to drive improvements.

You will coach through one-on-one sessions, monitor calls for quality and CSAT alignment, and coordinate with IT, HR, and Workforce teams to resolve issues and sustain site performance. The role involves leading team meetings, implementing center initiatives, and fostering