Customer Support Team Lead – Chat & Email

VXI Global Solutions; Riverdale (GA); Sur place; USD 60 000 - 85 000; Plein temps

Résumé du poste

VXI Global Solutions seeks a Team Lead for its Customer Support - Chat & Email Tier 2 group. You will direct day-to-day operations, coach agents, and drive KPI performance within a 24x7, multinational schedule environment.

You will enforce policies, monitor performance, and participate in hiring decisions to build a high-performing team. Strong MS Office skills and experience with contact center tools are required.

Qualifications

• Must have 2 years of leadership experience in a fast-paced call center.
• Experience coaching and motivating a team to meet performance goals.

Responsabilités

• Meet or exceed KPI targets for the team.
• Coach, counsel, and motivate representatives; communicate expectations.
• Participate in hiring decisions and conduct performance appraisals.
• Ensure compliance with client service agreements and policies.
• Identify operational improvements to boost agent performance.
• Handle day-to-day policy implementation and scheduling to meet 24x7 needs.

Connaissances

Team leadership

Coaching

KPI tracking

Communication

Problem-solving

Time management

MS Office

Call center knowledge

Outils

Contact center tools

CRM software

Description du poste

VXI Global Solutions seeks a Team Lead for its Customer Support - Chat & Email Tier 2 group. You will direct day-to-day operations, coach agents, and drive KPI performance within a 24x7, multinational schedule environment.

You will enforce policies, monitor performance, and participate in hiring decisions to build a high-performing team. Strong MS Office skills and experience with contact center tools are required.