Contact Center Team Lead: KPI & Coaching Leader

VXI Global Solutions; Seattle (WA); On-site; USD 65,000 - 90,000; Full time

Job summary

VXI Global Solutions is seeking a Contact Center Team Lead to manage the daily activities of a Chat & Email Tier 2 support team. The role emphasizes coaching, performance management, and adherence to service level agreements in a fast-paced environment.

Ideal candidates will have at least 2 years in a leadership role within a contact center, strong problem-solving abilities, and flexibility to work across 24x7 shifts accommodating international time zones.

Qualifications

• Minimum of 2 years in a fast-paced leadership role in a contact center.
• Proven ability to coach, motivate, and develop teams.
• Strong focus on meeting or exceeding KPI targets.
• Excellent problem-solving and critical-thinking skills.

Responsibilities

• Lead day-to-day operations of a team of Chat & Email Tier 2 representatives.
• Coach, monitor, and appraise team performance; communicate expectations.
• Ensure compliance with client service agreements and legal requirements.
• Participate in hiring decisions and conduct performance appraisals as needed.
• Identify operational improvements to boost agent performance.

Skills

Coaching

Team leadership

KPI management

Problem solving

Attention to detail

Flexible scheduling

Communication

Tools

Contact center tools

Job description

VXI Global Solutions is seeking a Contact Center Team Lead to manage the daily activities of a Chat & Email Tier 2 support team. The role emphasizes coaching, performance management, and adherence to service level agreements in a fast-paced environment.

Ideal candidates will have at least 2 years in a leadership role within a contact center, strong problem-solving abilities, and flexibility to work across 24x7 shifts accommodating international time zones.