VXI Bridgetowne | Team Leader - CAN START ASAP

VXI Global Holdings B.V. (Philippines); Pasig; On-site; PHP 420,000 - 660,000; Full time

Job summary

VXI Global Holdings B.V. (Philippines) seeks an experienced supervisor to coach and manage CSAT performance and lead a team at the Bridgetowne site with shifting schedules.

The role requires prior supervisor or team handling experience and openness to a Subject Matter Expert position with at least 1 year of related work. You will drive performance, mentor agents, and align calls with QA and CSAT targets.

Qualifications

• 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.

Responsibilities

• 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

Skills

Coaching

CSAT management

Leadership

Team handling

Mentoring

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