Team Lead, BPO Customer Support (Night Shift)

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

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.