Global Contact Center Team Leader

VXI; Philippines; On-site; PHP 279,000 - 502,000; Full time

Job summary

VXI Global Solutions seeks a Team Leader to manage a group of 11–15 Global Agents/Sr. Global Agents. You will analyze performance data, pinpoint root causes of variance, and develop improvement plans to close gaps. You will coach through one-on-one sessions and drive QA alignment and CSAT targets.

The role emphasizes hands-on leadership, building strong relationships with agents, and coordinating with IT, HR, and Workforce to support attendance, tools, and performance initiatives.

Qualifications

• 1+ year in a Team Leader/Supervisory role within a BPO environment.

Responsibilities

• Analyzes and trends agent KPI/Sales performance.
• Identifies performance gaps and prepares action plans for coaching and performance improvement during one-on-one feedback.
• Monitors and assesses employee calls to drive performance improvement plans.
• Ensures agent calls are aligned with Quality Assurance objectives and CSAT targets.
• Be hands-on and build effective working relationships with Global Agents, driving accountability.
• Teaches and improves up-selling and product knowledge handling.
• Reviews and distributes procedure changes; ensures understanding and alignment with goals.
• Plans and conducts team meetings to calibrate knowledge and performance and motivate agents.
• Attends Leadership Calibrations.
• Assists and tracks agent password resets.
• Coordinates issues with IT, HR, and Workforce and other departments.
• 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 mentors/buddies.
• Performs other related duties within the center.

Skills

Leadership

Teamwork

Verbal & Written Communication

Decision Making

Flexibility

Performance Management

Quality Orientation

Results Achievement

Administrative Skills

Customer Focus

Organizational Understanding

Job description

VXI Global Solutions seeks a Team Leader to manage a group of 11–15 Global Agents/Sr. Global Agents. You will analyze performance data, pinpoint root causes of variance, and develop improvement plans to close gaps. You will coach through one-on-one sessions and drive QA alignment and CSAT targets.

The role emphasizes hands-on leadership, building strong relationships with agents, and coordinating with IT, HR, and Workforce to support attendance, tools, and performance initiatives.