Team Lead

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

Job summary

VXI Global Solutions in Pasay hires a Team Lead to coach CSAT performance and manage a BPO agent team on a night shift. The role focuses on coaching, performance reviews, and cross-functional coordination to meet site goals.

You will monitor calls, drive improvement plans, and mentor new members while coordinating with IT, HR, and Workforce on issues. Nightshift availability is required.

Qualifications

• Must have experience in coaching and managing CSAT performance.
• Must have at least 1 year Team Lead experience in a BPO setting.
• Preferred background in Technical Support and Customer Service, with consumer electronics/software experience.
• amenable to MOA/Pasay site and nightshift schedule.

Responsibilities

• Tracks and documents employee time, attendance, ACD minutes, and up-training.
• Reviews agent performance results daily to ensure goals are met or exceeded.
• Identifies performance gaps and prepares coaching/action plans during one-on-one feedback.
• Monitors calls to drive performance improvement plans.
• Ensures calls align with QA objectives and CSAT targets.
• Hands-on leadership, builds relationships, drives accountability, and supports site performance.
• Teaches up-selling and technical skills, including product information research.
• Reviews and communicates procedure changes; ensures understanding and alignment.
• Occasionally attends Leadership Calibrations and coordinates with IT/HR/WF for issues.

Skills

CSAT coaching

Team Lead

Customer service

Job description

Essential Duties & Responsibilities include the following:

• Tracks and documents employee time (punctuality, attendance, ACD minutes, and up-training)
• Reviews agent performance results daily to ensure all goals are met or exceeded
• 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
• 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 the following:
  • Code of Conduct
  • Compliance Requirements and Procedures
  • Dress Code
  • English Only Policy
  • Integrity
• 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

Education & Experience

• Must have experience in coaching and managing CSAT performance
• Must have at least 1 year Team Lead experience in a BPO setting
• Preferred background in Technical Support and Customer Service, with experience supporting consumer electronics (smartphones, tablets etc), software, and related services.
• Must be amenable to work in our MOA/Pasay site and in a nightshift schedule