Contact Center Team Lead: Coach & Optimize 24x7 Ops

VXI Global Solutions; Jonesboro (GA); On-site; USD 42,000 - 60,000; Full time

Job summary

VXI Global Solutions in Jonesboro, GA is seeking a Team Lead for the day-to-day management of a Customer Support - Chat & Email Tier 2 team. You will drive performance, coach agents, manage scheduling, and ensure adherence to client SLAs in a 24x7 environment.

You will monitor KPI attainment, participate in hiring decisions, and coordinate with leadership to implement process improvements that boost efficiency and service quality across shifts and time zones.

Qualifications

• Minimum of 2 years in a fast-paced leadership role in a contact center.
• Ability to coach and motivate staff.
• Proven track record of meeting or exceeding KPIs.
• Flexible scheduling to cover 24x7 operations.

Responsibilities

• Lead day-to-day team operations and drive performance.
• Coach, counsel, and motivate agents; monitor results.
• Plan, monitor, and appraise staff performance.
• Participate in hiring decisions and conduct appraisals.
• Ensure compliance with client service agreements and policies.
• Coordinate across shifts and time zones.

Skills

Coaching

Leadership

KPI tracking

Scheduling

Customer service

Problem-solving

Multitasking

Attendance

Tools

MS Office

Job description

VXI Global Solutions in Jonesboro, GA is seeking a Team Lead for the day-to-day management of a Customer Support - Chat & Email Tier 2 team. You will drive performance, coach agents, manage scheduling, and ensure adherence to client SLAs in a 24x7 environment.

You will monitor KPI attainment, participate in hiring decisions, and coordinate with leadership to implement process improvements that boost efficiency and service quality across shifts and time zones.