Team Leader (VXI Bridgetowne)

VXI Global Solutions; Pasig; On-site; PHP 335,000 - 614,000; Full time

Job summary

VXI Global Solutions in Pasig (Bridgetowne site) is seeking a capable Team Lead to supervise and elevate contact center performance on a night shift. You will coach agents, track CSAT and performance metrics, and partner with IT, HR, and Workforce to keep operations smooth.

The role requires at least 1 year of Team Lead experience in a BPO, willingness to work night shifts, and openness to an SME role with similar background.

Qualifications

• Experience coaching and managing CSAT performance.
• At least 1 year of Team Lead experience in a BPO.
• Open to Subject Matter Expert with at least 1 year experience.
• Experience with ecommerce program/LOB is a plus.
• Must be amenable to work at Bridgetowne site and night shift.

Responsibilities

• Tracks and documents employee time (punctuality, attendance, ACD minutes, and up-training).
• Reviews agent performance results daily to ensure goals are met or exceeded.
• Identifies performance gaps and prepares action plans for coaching and improvement during feedback.
• Monitors and assesses employee calls to drive performance improvement plans.
• Ensures agent calls align with QA objectives and CSAT expectations.
• Hands-on leadership to build relationships and drive accountability.
• Teaches up-selling and product information research to agents.
• Distributes procedure changes and ensures understanding across the team.
• Attends Leadership Calibrations and coordinates with IT/HR/WFM as needed.
• Administers HR policies and conducts annual reviews.

Skills

Coaching CSAT

Team lead

Mentoring

SME 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
• 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
• 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 the following:

• Code of Conduct
• Compliance Requirements and Procedures
• Dress Code
• English Only Policy
• Integrity

• 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
• Must have at least 1 year Team Lead experience in a BPO setting
• Open to Subject Matter Expert with at least 1 year experience
• Experience in handling ecommerce program/LOB is a plus
• Must be amenable to work in our Bridgetowne site and in a nightshift schedule