Team Lead

VXI; Philippines; On-site; PHP 279,000 - 502,000; Full time

Job summary

VXI Global Solutions seeks a Team Leader to manage a group of 11–15 Global Agents/Sr. Global Agents. You will analyze performance data, pinpoint root causes of variance, and develop improvement plans to close gaps. You will coach through one-on-one sessions and drive QA alignment and CSAT targets.

The role emphasizes hands-on leadership, building strong relationships with agents, and coordinating with IT, HR, and Workforce to support attendance, tools, and performance initiatives.

Qualifications

• 1+ year in a Team Leader/Supervisory role within a BPO environment.

Responsibilities

• Analyzes and trends agent KPI/Sales performance.
• Identifies performance gaps and prepares action plans for 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 CSAT targets.
• Be hands-on and build effective working relationships with Global Agents, driving accountability.
• Teaches and improves up-selling and product knowledge handling.
• Reviews and distributes procedure changes; ensures understanding and alignment with goals.
• Plans and conducts team meetings to calibrate knowledge and performance and motivate agents.
• Attends Leadership Calibrations.
• Assists and tracks agent password resets.
• Coordinates issues with IT, HR, and Workforce and other departments.
• Administers HR and Department policies as instructed.
• Conducts annual reviews/PACS/E-valuation.
• Presents team performance in business reviews weekly or monthly.
• Supports and enforces Code of Conduct compliance.
• Drives teamwork and team performance.
• Creates, implements, and supports call center initiatives.
• Orients new members and establishes mentors/buddies.
• Performs other related duties within the center.

Skills

Leadership

Teamwork

Verbal & Written Communication

Decision Making

Flexibility

Performance Management

Quality Orientation

Results Achievement

Administrative Skills

Customer Focus

Organizational Understanding

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

Required Skills

• Administration


• Customer Focus (Core)


• Decision Making


• Flexibility


• Performance Management


• Quality Orientation (Core)


• Results Achievement (Core)


• Leadership


• Teamwork (Core)


• Verbal and Written Communication


• Organizational Understanding