Retail Team Lead: Elevate Customer Experience

VXI Global Holdings B.V. (Philippines); Pasig; On-site; PHP 446,000 - 670,000; Full time

Job summary

VXI Global Holdings B.V. (Philippines) is seeking a Team Leader - T1 Retail to lead and motivate a team of customer service representatives in a retail support environment, driving performance and delivering exceptional customer experiences.

You will coach, monitor KPIs, manage schedules, handle escalations, and collaborate with other leaders to ensure consistent service, adherence to policies, and ongoing agent development.

Qualifications

• Minimum 2 years in a customer service environment.
• Minimum 1 year in a team lead or supervisory role.
• Excellent communication, verbal and written.
• Strong leadership, coaching and empowerment skills.
• Analytical and data-driven decision making.
• Ability to work in a fast-paced environment.
• Proficient in Microsoft Office.
• High school diploma required; college degree a plus.

Responsibilities

• Lead, coach, and mentor a team of T1 Retail CSRs to meet KPIs.
• Monitor real-time performance and provide coaching or corrective actions.
• Conduct regular one-on-one coaching sessions and reviews.
• Manage team schedules, attendance, and policy adherence.
• Act as escalation point for complex customer issues.
• Analyze team data and present insights to management.
• Collaborate with other team leaders to ensure consistent service.
• Facilitate team meetings, huddles, and training sessions.
• Ensure compliance with client and company policies and security.
• Motivate team members through recognition and incentives.

Skills

Team leadership

Coaching

Performance monitoring

Data analysis

Customer service

Communication

MS Office

Education

High school diploma or equivalent

College degree (preferred)

Tools

Microsoft Office

Job description

VXI Global Holdings B.V. (Philippines) is seeking a Team Leader - T1 Retail to lead and motivate a team of customer service representatives in a retail support environment, driving performance and delivering exceptional customer experiences.

You will coach, monitor KPIs, manage schedules, handle escalations, and collaborate with other leaders to ensure consistent service, adherence to policies, and ongoing agent development.