TEAM LEADER - T1 RETAIL

VXI Global Holdings B.V. (Philippines); Pasig; On-site; PHP 446,000 - 670,000; Full time

Job summary

VXI Global Holdings B.V. (Philippines) is seeking a Team Leader - T1 Retail to lead and motivate a team of customer service representatives in a retail support environment, driving performance and delivering exceptional customer experiences.

You will coach, monitor KPIs, manage schedules, handle escalations, and collaborate with other leaders to ensure consistent service, adherence to policies, and ongoing agent development.

Qualifications

• Minimum 2 years in a customer service environment.
• Minimum 1 year in a team lead or supervisory role.
• Excellent communication, verbal and written.
• Strong leadership, coaching and empowerment skills.
• Analytical and data-driven decision making.
• Ability to work in a fast-paced environment.
• Proficient in Microsoft Office.
• High school diploma required; college degree a plus.

Responsibilities

• Lead, coach, and mentor a team of T1 Retail CSRs to meet KPIs.
• Monitor real-time performance and provide coaching or corrective actions.
• Conduct regular one-on-one coaching sessions and reviews.
• Manage team schedules, attendance, and policy adherence.
• Act as escalation point for complex customer issues.
• Analyze team data and present insights to management.
• Collaborate with other team leaders to ensure consistent service.
• Facilitate team meetings, huddles, and training sessions.
• Ensure compliance with client and company policies and security.
• Motivate team members through recognition and incentives.

Skills

Team leadership

Coaching

Performance monitoring

Data analysis

Customer service

Communication

MS Office

Education

High school diploma or equivalent

College degree (preferred)

Tools

Microsoft Office

Job description

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

The Team Leader - T1 Retail is responsible for leading and motivating a team of customer service representatives to achieve performance targets and deliver exceptional customer experiences within a retail support environment. This role focuses on ensuring efficient operations, agent development, and adherence to quality standards.

Job Responsibilities

• Lead, coach, and mentor a team of T1 Retail Customer Service Representatives to meet and exceed key performance indicators (KPIs) such as average handle time, customer satisfaction (CSAT), quality scores, and adherence.
• Monitor real-time team performance, identify trends, and implement immediate coaching or corrective actions as needed.
• Conduct regular one-on-one coaching sessions, performance reviews, and provide constructive feedback to foster agent development and career growth.
• Manage team schedules, attendance, and adherence to company policies and procedures.
• Act as an escalation point for complex customer issues, providing effective resolution and support to agents.
• Analyze team performance data, generate reports, and present insights to management regarding operational efficiency and areas for improvement.
• Collaborate with other team leaders and departments to ensure consistent service delivery and best practices.
• Facilitate team meetings, huddles, and training sessions to disseminate information, reinforce policies, and enhance agent skills.
• Ensure compliance with all client and company specific policies, procedures, and security protocols.
• Motivate and engage team members through recognition, incentives, and a positive work environment.

Job Qualifications

• Minimum of 2 years of experience in a customer service environment, preferably within a retail or telecommunications industry.
• Minimum of 1 year of experience in a team lead or supervisory role.
• Excellent communication skills, both verbal and written, with the ability to articulate complex information clearly and concisely.
• Strong leadership, coaching, and motivational skills with a proven ability to develop and empower teams.
• Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
• Ability to work effectively in a fast-paced, dynamic environment and adapt to changing priorities.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• High school diploma or equivalent; a college degree is a plus.
• Demonstrated commitment to providing excellent customer service.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!