Contact Center Team Lead — KPI Champion & Coach

VXI Global Solutions; Forest Park (GA); Sur place; USD 55 000 - 75 000; Plein temps

Résumé du poste

VXI Global Solutions in the United States is seeking a Team Lead for the Customer Support - Chat & Email Tier 2 team. You will manage day-to-day operations, set expectations, and drive performance to maximize efficiency and profitability.

The role emphasizes coaching, monitoring KPIs, and enforcing policies while staying compliant with client agreements. You must be flexible to work in a 24x7 environment across time zones.

Qualifications

• 2+ years in a fast-paced leadership role.
• Experience in call center leadership.
• Ability to coach and motivate team.
• Flexible with schedule for 24x7 operations.
• Strong problem-solving and time-management skills.

Responsabilités

• Meet or exceed KPI's.
• Lead day-to-day operations of the team.
• Coach, counsel, and motivate agents; plan and appraise results.
• Ensure compliance with client service agreements and policies.
• Monitor staff performance against standards.
• Participate in hiring decisions and performance reviews.
• Identify operational improvements to boost agent performance.
• Handle other tasks assigned by leadership.

Connaissances

Leadership

Coaching

KPI management

Problem solving

Time management

Communication

Adaptability

Attendance

Multitasking

Critical thinking

Team motivation

Flexible scheduling

Customer service

Outils

MS Office

Call center tools

Description du poste

VXI Global Solutions in the United States is seeking a Team Lead for the Customer Support - Chat & Email Tier 2 team. You will manage day-to-day operations, set expectations, and drive performance to maximize efficiency and profitability.

The role emphasizes coaching, monitoring KPIs, and enforcing policies while staying compliant with client agreements. You must be flexible to work in a 24x7 environment across time zones.