Customer Support Team Lead: Coaching for Impact & KPI Wins

VXI Global Solutions; Stockbridge (GA); Presencial; USD 42.000 - 56.000; Jornada completa

Descripción de la vacante

VXI Global Solutions is seeking a Team Lead for Customer Support (Chat & Email, Tier 2) to oversee day-to-day operations of a fast-paced team. You will coach agents, monitor KPIs, and drive performance improvements while ensuring adherence to client service agreements and policies.

The role requires strong communication, familiarity with contact center tools, and the ability to work flexible shifts in a 24x7 environment, including weekends and nights.

Formación

• Minimum 2 years leadership in a call center
• Experience managing teams and coaching staff
• Ability to work in 24x7 environment

Responsabilidades

• Meet or exceed KPI's.
• Coach and motivate team; communicate expectations; monitor results.
• Implement process improvements to increase agent performance.
• Ensure compliance with client service agreements and legal requirements.
• Assist in hiring decisions and conduct performance appraisals.
• Monitor staff performance and enforce standards.
• Other tasks as assigned by leadership.

Conocimientos

Leadership

Coaching

KPI tracking

Operational planning

Time management

Customer service

Communication

Flexibility

Attendance

Detail oriented

MS Office

Problem solving

Critical thinking

Call center tools

Descripción del empleo

VXI Global Solutions is seeking a Team Lead for Customer Support (Chat & Email, Tier 2) to oversee day-to-day operations of a fast-paced team. You will coach agents, monitor KPIs, and drive performance improvements while ensuring adherence to client service agreements and policies.

The role requires strong communication, familiarity with contact center tools, and the ability to work flexible shifts in a 24x7 environment, including weekends and nights.