Customer Support Team Lead: Chat & Email Excellence

VXI Global Solutions; Morrow (GA); On-site; USD 52,000 - 68,000; Full time

Job summary

VXI Global Solutions is seeking a Contact Center Team Lead in Morrow, GA to supervise a team handling Chat and Email Tier 2 support and to drive daily operations with a focus on service excellence.

You will coach staff, monitor KPIs, ensure policy compliance, and participate in hiring decisions while coordinating with leadership to meet 24x7 client service needs. Strong communication and problem-solving are essential in this fast-paced role.

Qualifications

• 2+ years leadership in a fast-paced call center environment.

Responsibilities

• Lead day-to-day operations of a team of Chat & Email Tier 2 Representatives.
• Coach, counsel, and motivate staff to achieve KPIs.
• Plan, monitor, and appraise performance results; manage scheduling and productivity.
• Ensure compliance with client service agreements and legal requirements.
• Identify operational improvements to boost agent performance.
• Participate in hiring decisions and conduct performance reviews.
• Handle other tasks as assigned by leadership.

Skills

Leadership experience

Coaching & motivation

KPI management

Communication skills

Schedule flexibility

Problem solving

Multi-tasking

Attendance discipline

MS Office proficiency

Knowledge of contact center tools

Tools

Contact center software

Job description

VXI Global Solutions is seeking a Contact Center Team Lead in Morrow, GA to supervise a team handling Chat and Email Tier 2 support and to drive daily operations with a focus on service excellence.

You will coach staff, monitor KPIs, ensure policy compliance, and participate in hiring decisions while coordinating with leadership to meet 24x7 client service needs. Strong communication and problem-solving are essential in this fast-paced role.