Nightshift Team Lead: CSAT & Performance Coach

VXI Global Solutions; Philippines; On-site; PHP 450,000 - 750,000; Full time

Job summary

VXI Global Solutions in Pasay City seeks a Team Lead to coach and drive CSAT performance within a nightshift BPO environment. The role focuses on leading a team, monitoring quality metrics, and delivering improvements across call center operations.

Responsibilities include coaching, performance reviews, and coordinating with IT/HR/WF to resolve issues, while presenting weekly or monthly performance updates to management.

Qualifications

• Experience coaching and managing CSAT performance.
• At least 1 year Team Lead experience in a BPO setting.
• Background in Technical Support and Customer Service with consumer electronics, software and related services.
• Amenable to work at MOA/Pasay site and nightshift schedule.

Responsibilities

• Coach and manage CSAT performance targets.
• Lead team with at least 1 year of Team Lead experience in a BPO setting.
• Mentor agents and drive call center performance improvements.
• Ensure adherence to Code of Conduct and quality standards.
• Coordinate with IT, HR, and Workforce on issues.
• Present team performance in business reviews weekly or monthly.

Skills

CSAT coaching

Team leadership

Performance reviews

Call center coaching

Job description

VXI Global Solutions in Pasay City seeks a Team Lead to coach and drive CSAT performance within a nightshift BPO environment. The role focuses on leading a team, monitoring quality metrics, and delivering improvements across call center operations.

Responsibilities include coaching, performance reviews, and coordinating with IT/HR/WF to resolve issues, while presenting weekly or monthly performance updates to management.