Global Contact Center Team Lead - Performance & Coaching

VXI Global Solutions; Davao City; On-site; PHP 420,000 - 550,000; Full time

Job summary

VXI Global Solutions in the Philippines seeks a Team Leader to manage a group of 11–15 agents, review performance data, and drive improvement plans to close performance gaps. The role involves coaching, monitoring calls for QA/CSAT alignment, and fostering accountability across the team.

The ideal candidate has at least 1 year in a Team Leader/Supervisory role in a BPO and will lead initiatives to improve call handling, up-selling, and product information research, while coordinating with IT,

Qualifications

• Held a Team Leader/Supervisory position for at least 1 year in a BPO company.

Responsibilities

• Analyzes and trends agent KPI/Sales performance.
• Identifies performance gaps and prepares action plans for coaching and performance improvement.
• Monitors and assesses employee calls to drive performance improvement plans.
• Ensures agent calls align with QA objectives and CSAT expectations.
• Be hands-on and build effective working relationships to drive accountability.
• Teaches and improves up-selling and technical skills.
• Reviews and distributes procedure changes and ensures understanding and alignment.
• Plans and conducts team meetings to calibrate knowledge and performance and motivate agents.
• Attends Leadership Calibrations.
• Assists and tracks agent password resets and coordinates IT/HR/workforce issues.
• Administers HR and Department policies as instructed.
• Conducts annual reviews/PACS/E-valuation.
• Presents team performance in business reviews weekly or monthly.
• Supports and enforces Code of Conduct Compliance.
• Drives teamwork and team performance.
• Creates, implements, and supports call center initiatives.
• Orients new members and establishes mentor/buddy system.

Skills

KPI analysis

Team leadership

Coaching

Performance management

Quality Assurance

Root cause analysis

Job description

VXI Global Solutions in the Philippines seeks a Team Leader to manage a group of 11–15 agents, review performance data, and drive improvement plans to close performance gaps. The role involves coaching, monitoring calls for QA/CSAT alignment, and fostering accountability across the team.

The ideal candidate has at least 1 year in a Team Leader/Supervisory role in a BPO and will lead initiatives to improve call handling, up-selling, and product information research, while coordinating with IT,