Night-Shift Team Leader: CSAT & Coaching Excellence

VXI Global Solutions; Pasig; On-site; PHP 335,000 - 614,000; Full time

Job summary

VXI Global Solutions in Pasig (Bridgetowne site) is seeking a capable Team Lead to supervise and elevate contact center performance on a night shift. You will coach agents, track CSAT and performance metrics, and partner with IT, HR, and Workforce to keep operations smooth.

The role requires at least 1 year of Team Lead experience in a BPO, willingness to work night shifts, and openness to an SME role with similar background.

Qualifications

• Experience coaching and managing CSAT performance.
• At least 1 year of Team Lead experience in a BPO.
• Open to Subject Matter Expert with at least 1 year experience.
• Experience with ecommerce program/LOB is a plus.
• Must be amenable to work at Bridgetowne site and night shift.

Responsibilities

• Tracks and documents employee time (punctuality, attendance, ACD minutes, and up-training).
• Reviews agent performance results daily to ensure goals are met or exceeded.
• Identifies performance gaps and prepares action plans for coaching and improvement during feedback.
• Monitors and assesses employee calls to drive performance improvement plans.
• Ensures agent calls align with QA objectives and CSAT expectations.
• Hands-on leadership to build relationships and drive accountability.
• Teaches up-selling and product information research to agents.
• Distributes procedure changes and ensures understanding across the team.
• Attends Leadership Calibrations and coordinates with IT/HR/WFM as needed.
• Administers HR policies and conducts annual reviews.

Skills

Coaching CSAT

Team lead

Mentoring

SME experience

Job description

VXI Global Solutions in Pasig (Bridgetowne site) is seeking a capable Team Lead to supervise and elevate contact center performance on a night shift. You will coach agents, track CSAT and performance metrics, and partner with IT, HR, and Workforce to keep operations smooth.

The role requires at least 1 year of Team Lead experience in a BPO, willingness to work night shifts, and openness to an SME role with similar background.