Supervisor

Vxi Family; India; On-site; INR 500,000 - 800,000; Full time

Job summary

Vxi Family in India is looking for a dedicated professional to oversee agent performance and ensure excellence in service delivery. This role involves tracking time, analyzing performance metrics, and conducting regular team meetings to motivate and improve agent skills.

The ideal candidate will drive effective coaching and uphold quality compliance standards. If you're passionate about fostering growth and high standards in a fast-paced environment, this opportunity is for you!

Responsibilities

• Tracks and documents employee time, attendance, and ACD minutes.
• Analyzes agent KPI/Sales performance to identify gaps and prepare action plans.
• Conducts team meetings to motivate agents and calibrate performance.

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.

Responsibilities

• Tracks and documents employee time (punctuality, attendance, ACD minutes, and uptraining).
• Reviews agent performance results daily to ensure all goals are met or exceeded.
• Analyzes and trends agent KPI/Sales performance.
• Identifies performance gaps and prepares 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.

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