Contact Center Performance Lead

VXI Global Solutions; Charlotte (NC); On-site; USD 60,000 - 80,000; Full time

Job summary

VXI Global Solutions is seeking a Team Lead for our Charlotte area contact center to manage a team of Customer Service Associates. You will drive daily operations, coach staff, and ensure KPI attainment while upholding client agreements and company policies.

Successful candidates will bring leadership experience in fast-paced environments, strong communication skills, and the ability to adapt to schedule changes, including nights and weekends if needed. Background checks required.

Qualifications

• Minimum of 2 years previous related experience in a fast-paced leadership role.
• Experience with contact center tools, systems, and methodologies is preferred.

Responsibilities

• Lead day-to-day operations of a team of Customer Service Associates.
• Meet or exceed KPIs and drive performance.
• Coach, counsel, and motivate staff; set expectations and monitor results.
• Ensure compliance with client service agreements and legal requirements.
• Participate in hiring decisions and conduct performance appraisals as needed.
• Identify operational improvements to raise agent performance.
• Handle other duties as assigned by leadership.
• Maintain a culture of performance, integrity, and excellence.

Skills

Coaching

Detail-oriented

MS Office

Problem solving

Time management

Multi-tasking

Communication

Staff development

Tools

MS Office

Job description

VXI Global Solutions is seeking a Team Lead for our Charlotte area contact center to manage a team of Customer Service Associates. You will drive daily operations, coach staff, and ensure KPI attainment while upholding client agreements and company policies.

Successful candidates will bring leadership experience in fast-paced environments, strong communication skills, and the ability to adapt to schedule changes, including nights and weekends if needed. Background checks required.