Global Contact Center Ops Lead - Trust & Safety

VXI Global Solutions; College Park (GA); On-site; USD 90,000 - 120,000; Full time

Job summary

VXI Global Solutions seeks an experienced Contact Center Operations Manager (Trust & Safety) to lead culture, engagement, and performance for a large campaign. You will ensure direct reports are developed to support client objectives and drive KPIs in a fast-paced, international environment.

You will partner with HR and Workforce teams, manage audits, and steer strategic initiatives while maintaining high integrity and customer-centric service.

Qualifications

• High School Diploma required.
• 3+ years in a Contact Center Operations Management role with a demonstrated ability to lead people and gain results preferred.
• 3+ years as in Operations Manager/Leadership role required.
• 2+ years of Trust & Safety leadership experience preferred.
• Flexible with schedule to accommodate working in a 24x7 environment and international time zones.
• Must be able to pass a background check and drug screen.

Responsibilities

• Adhere to company policies on ethics and integrity.
• Coach and develop team leads to run a team of associates and meet KPIs.
• Work with Client Services Team and Operations Director to ensure client and VXI objectives are met.
• Develop and maintain understanding of client expectations and customer needs to set direction and achieve objectives.
• Develop and grow a positive employee experience, increase capabilities and job satisfaction while upholding standards.
• Lead resource planning and allocate responsibilities to achieve company goals.
• Guide the team to achieve performance metrics, troubleshoot issues, and recommend corrective actions.
• Lead audits to improve business processes and activities.
• Conduct reviews with Clients and Management Team to capture lessons learned and integrate best practices.
• Partner with HR and Workforce Management on staffing, goals, reviews, compensation, and career development.
• Maintain open communication with all stakeholders and represent VXI well to internal and external clients.

Skills

Leadership

Strategic planning

Coaching

Communication

Problem solving

People management

Change management

Decision making

Education

High School Diploma

Tools

Microsoft Project

Outlook

Excel

PowerPoint

Job description

VXI Global Solutions seeks an experienced Contact Center Operations Manager (Trust & Safety) to lead culture, engagement, and performance for a large campaign. You will ensure direct reports are developed to support client objectives and drive KPIs in a fast-paced, international environment.

You will partner with HR and Workforce teams, manage audits, and steer strategic initiatives while maintaining high integrity and customer-centric service.