Team Lead

VXI Global Solutions; Davao City; On-site; PHP 391,000 - 614,000; Full time

Job summary

VXI Global Solutions in the Philippines seeks a Team Leader to manage a group of 11 to 15 Global Agents/Sr. Global Agents, reviewing performance data and pinpointing root causes for variances to drive improvements.

You will coach through one-on-one sessions, monitor calls for quality and CSAT alignment, and coordinate with IT, HR, and Workforce teams to resolve issues and sustain site performance. The role involves leading team meetings, implementing center initiatives, and fostering

Qualifications

• Held a Team Leader/Supervisory position in a BPO.

Responsibilities

• Analyzes and trends agent KPI/Sales performance.
• Identifies performance gaps and prepares action plans for coaching and improvement.
• Monitors and assesses employee calls to drive performance improvement plans.
• Ensures calls align with Quality Assurance objectives and CSAT targets.
• Drives teamwork, accountability, and site performance through effective leadership.
• Plans and conducts team meetings to calibrate knowledge and performance.

Skills

Team leadership

Job description

The position is responsible for managing a group of 11 up to 15 Global Agents/Sr. Global Agents, reviewing and analyzing performance data, pinpointing root causes for performance variance, trending and creating improvement plans to correct and improve performance gaps.

Responsibilities

• Analyzes and trends agent KPI/Sales performance.
• Identifies performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedback.
• Monitors and assesses employee calls to drive performance improvement plans.
• Ensures agent calls are aligned with Quality Assurance objectives and targets, and CSAT expectations.
• Be hands-on and demonstrates a desire to help Global Agents by building effective working relationships, driving individual responsibility, and accountability, and contributing to the site’s successful performance.
• Teaches and improves up-selling and technical skills (i.e. improved call handling, navigation and Product information research etc).
• Reviews and distributes procedure changes/updates in a timely manner. Ensures agents understand changes and are aligned with organizational/site goals.
• Plans and conducts team meetings to share information, calibrate knowledge and performance, and motivate agents to learn and excel.
• Attends assigned Leadership Calibrations.
• Assists and tracks agent password resets.
• Assists, tracks, and coordinates issues with supporting departments, such as IT (computers, headsets, software, etc), HR (payroll issues), and Workforce (overtime, attendance tracking, etc.).
• Administers HR and Department policies as instructed.
• Conducts annual reviews/PACS/E-valuation.
• Presents his/her team’s performance in a business review format either weekly or monthly.
• Supports and enforces Code of Conduct Compliance Requirements and Procedures.
• Drives teamwork and team performance.
• Creates, implements, and supports call center initiatives.
• Orients newly assigned members and establishes team mentor/buddies.
• Performs other assigned/related duties within the center as directed.

Qualifications

• Held a Team Leader/Supervisory position for at least 1 year in a BPO company