Retail Team Leader: Coach, Optimize & Delight Customers

VXI Global Solutions; Manila; On-site; PHP 536,000 - 670,000; Full time

Job summary

VXI Global Solutions Manila is seeking a Team Leader - T1 Retail to guide a team of customer service representatives in the retail support space. You will drive KPIs, coach daily, and ensure quality service while maintaining a positive work environment.

Ideal candidates have 2+ years in customer service and 1+ year in a supervisory role, plus strong communication, leadership, and data-analysis skills. The role offers growth and a dynamic, fast-paced setting.

Qualifications

• Minimum 2 years in customer service, preferably retail/telecom.
• At least 1 year in a team lead or supervisory role.
• Excellent verbal and written communication abilities.
• Strong leadership, coaching and motivation skills.
• Ability to analyze data and drive improvements.
• Able to work in a fast-paced environment and adapt to priorities.

Responsibilities

• Lead, coach, and mentor a T1 Retail CS team to meet KPIs.
• Monitor real-time performance and provide coaching as needed.
• Conduct regular one-on-one sessions and performance reviews.
• Manage team schedules, attendance and adherence to policies.
• Escalate complex issues and ensure timely resolutions.
• Analyze data, generate reports, and present insights to management.
• Collaborate with other teams to ensure best practices.
• Facilitate trainings and team huddles to elevate skills.
• Ensure compliance with client and company policies.

Skills

Leadership

Coaching

Communication

Analytical skills

Microsoft Office

Education

High school diploma

College degree

Tools

Microsoft Office Suite

Job description

VXI Global Solutions Manila is seeking a Team Leader - T1 Retail to guide a team of customer service representatives in the retail support space. You will drive KPIs, coach daily, and ensure quality service while maintaining a positive work environment.

Ideal candidates have 2+ years in customer service and 1+ year in a supervisory role, plus strong communication, leadership, and data-analysis skills. The role offers growth and a dynamic, fast-paced setting.