Team Leader, Frontline Operations & Coaching

VXI Global Holdings B.V. (Philippines); Manila; In loco; PHP 670.000 - 1.004.000; Tempo pieno

Descrizione del lavoro

VXI Global Holdings B.V. (Philippines) seeks a Team Leader to drive day-to-day performance of frontline staff, coaching and developing them while ensuring KPI targets, quality, and client requirements are met.

The Team Leader works closely with the Operations Manager to address performance gaps, lead coaching cycles, and maintain strong engagement and adherence to procedures across the team.

Competenze

• College level or equivalent work experience; college degree not required.
• Prior leadership experience in a BPO/contact center environment preferred.
• Strong coaching, performance management and development abilities.

Mansioni

• Lead and manage day-to-day activities of frontline employees.
• Monitor performance against KPIs and program targets.
• Conduct coaching sessions, performance discussions, huddles and one-on-ones.
• Identify gaps and create measurable action plans for improvement.
• Provide real-time guidance during customer interactions and challenges.
• Address attendance, schedule compliance and workforce expectations.
• Escalate issues to Operations Manager when necessary.
• Promote policy compliance and client requirements with teams.
• Review quality results and feedback to identify coaching opportunities.
• Collaborate with Quality, Training, WFM, HR to improve performance.
• Support nesting and development for new and tenured employees.
• Ensure timely coaching and leadership activities are completed.
• Drive engagement, recognition, and retention within the team.
• Communicate changes and client expectations clearly.

Conoscenze

Coaching

Leadership

Performance management

Employee development

Communication

Analytical skills

Problem-solving

Time management

Formazione

College level or equivalent

Experience in BPO/contact center

Strumenti

Microsoft Office

WFM tools

Descrizione del lavoro

VXI Global Holdings B.V. (Philippines) seeks a Team Leader to drive day-to-day performance of frontline staff, coaching and developing them while ensuring KPI targets, quality, and client requirements are met.

The Team Leader works closely with the Operations Manager to address performance gaps, lead coaching cycles, and maintain strong engagement and adherence to procedures across the team.