Operations Team Leader: Coaching, Performance & Growth

VXI Global Solutions; Angeles; On-site; PHP 350,000 - 550,000; Full time

Job summary

VXI Global Solutions in Angeles, Philippines, is seeking a Team Leader to guide frontline agents in daily operations and coaching. You will monitor performance against KPIs, conduct coaching sessions, and drive continuous improvement while ensuring compliance and high customer satisfaction.

The role partners with Operations, Quality, and Training to address performance gaps, support nesting of new hires, and maintain engagement within the team.

Qualifications

• College level, vocational graduate, or equivalent relevant work experience; college degree is not required.
• Prior experience as a Team Leader, Supervisor, SME, or equivalent leadership role in a BPO/contact center environment preferred.
• Strong understanding of contact center operations and performance metrics.
• Demonstrated experience in coaching, performance management, and employee development.
• Strong communication, leadership, and interpersonal skills.

Responsibilities

• Lead day-to-day activities of assigned frontline employees.
• Monitor performance against KPIs and program targets.
• Conduct coaching sessions, huddles, and one-on-one meetings.
• Identify performance gaps and create actionable improvement plans.
• Track progress against coaching commitments and ensure follow-through.
• Provide real-time support during customer interactions and challenges.
• Manage attendance, schedule adherence, and compliance.
• Address employee concerns and escalate when necessary.
• Reinforce policies and client requirements.
• Review quality results and feedback to identify coaching opportunities.
• Partner with Quality, Training, and HR to improve performance.
• Support nesting and development for new hires and tenured staff.

Skills

Team leadership

Coaching & performance

Call center operations

KPIs & metrics

People development

Communication

Time management

Education

College degree not required

Tools

Microsoft Office

Workforce management tools

Job description

VXI Global Solutions in Angeles, Philippines, is seeking a Team Leader to guide frontline agents in daily operations and coaching. You will monitor performance against KPIs, conduct coaching sessions, and drive continuous improvement while ensuring compliance and high customer satisfaction.

The role partners with Operations, Quality, and Training to address performance gaps, support nesting of new hires, and maintain engagement within the team.