Contact Center Team Lead: Coaching, KPI Excellence & Growth

VXI Global Solutions; Morrow (GA); Sur place; USD 48 000 - 64 000; Plein temps

Résumé du poste

VXI Global Solutions seeks a Team Lead for Customer Support—Chat & Email (Tier 2) to manage daily operations of a dedicated group. You will ensure service levels, coach agents, and drive performance across KPI metrics, while enforcing policies and improving efficiency.

The role requires strong communication, leadership, and problem-solving skills, with adaptability to 24x7 operations and multiple time zones. Join a dynamic team focused on excellence and customer satisfaction.

Qualifications

• Experience leading a fast-paced contact center team.
• Ability to coach and motivate in a performance culture.
• Strong problem-solving and RCA identification.

Responsabilités

• Lead day-to-day operations for a team of Chat & Email Tier 2 Representatives.
• Meet or exceed KPI targets and drive productivity.
• Set clear expectations, monitor results, coach staff, and enforce policies.
• Identify operational improvements to boost agent performance and efficiency.
• Maintain compliance with client service agreements and legal requirements.
• Oversee hiring decisions and conduct performance appraisals as needed.
• Handle other duties as assigned by leadership.

Connaissances

Coaching

KPI management

Leadership

Customer service

Communication

Detail-oriented

Problem-solving

Schedule adaptability

Team motivation

Multitasking

Formation

2+ years leadership in call center

Outils

MS Office (Word, Excel, PowerPoint)

Contact center tools

Description du poste

VXI Global Solutions seeks a Team Lead for Customer Support—Chat & Email (Tier 2) to manage daily operations of a dedicated group. You will ensure service levels, coach agents, and drive performance across KPI metrics, while enforcing policies and improving efficiency.

The role requires strong communication, leadership, and problem-solving skills, with adaptability to 24x7 operations and multiple time zones. Join a dynamic team focused on excellence and customer satisfaction.