Team Leader (Bridgetowne) URGENT HIRING

VXI Global Holdings B.V. (Philippines); Quezon City; On-site; PHP 335,000 - 469,000; Full time

Job summary

VXI Global Holdings B.V. (Philippines) seeks a capable supervisor to coach and manage CSAT performance across center teams. You will lead calibration sessions, monitor agent metrics, and drive quality and attendance initiatives to meet site goals.

The role requires hands-on leadership, experience with team handling, and willingness to work at Bridgetowne with shifting schedules. You will collaborate with HR, IT, and operations to maintain service levels and agent development.

Qualifications

• Experience coaching and managing CSAT performance.
• Supervisory or team-handling experience preferred.
• Open to Subject Matter Expert with at least 1 year experience.
• Willing to work at Bridgetowne site on shifting schedule.

Responsibilities

• Tracks and documents employee performance metrics and attendance.
• Reviews agent performance daily to meet or exceed goals.
• Analyzes agent KPI/Sales performance and prepares coaching plans.
• Monitors and assesses calls to drive improvement.
• Ensures calls align with QA objectives and CSAT targets.
• Leads team meetings to calibrate knowledge and performance.
• Supports and enforces code of conduct and policy compliance.
• Drives teamwork and implements call center initiatives.

Skills

Coaching CSAT

Team leadership

Performance coaching

Education

Supervisor/Team lead experience

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
• 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
  • Dress Code
  • English Only Policy
  • Attitude/Behavior
  • Integrity
  • Call Handling
• 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
• Preferably with supervisor or team handling experience
• Open to Subject Matter Expert with at least 1 year experience
• Must be amenable to work in our Bridgetowne site and in a shifting schedule