Operations Team Lead — Elevate Customer Experience

VXI; Charlotte, Northern (NC, KY); Hybrid; USD 50,000 - 75,000; Full time

Job summary

VXI Global Solutions LLC is seeking an Operations Supervisor to lead a customer service team and drive performance. You will coach staff, monitor KPIs, and ensure adherence to policies while delivering excellent client experiences.

The role requires coaching, strong communication, and the ability to manage shifts, including evenings, weekends, and holidays, in a fast-paced call center environment.

Qualifications

• High School Diploma or GED required; Associate's or Bachelor's degree preferred.
• Minimum of 2 years of experience in a supervisory or team lead role within a call center or customer service environment.
• Proven ability to lead, motivate, and develop a team to achieve performance goals.
• Excellent communication, interpersonal, and coaching skills.
• Strong analytical and problem-solving abilities.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and call center software.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
• Demonstrated commitment to customer satisfaction and operational excellence.
• Flexibility to work various shifts, including evenings, weekends, and holidays, as required.

Responsibilities

• Supervise, motivate, and develop a team of customer service representatives to meet and exceed KPIs such as service levels, quality scores, and productivity metrics.
• Conduct regular coaching sessions, performance reviews, and provide constructive feedback to improve individual and team performance.
• Monitor call queues, agent availability, and service levels to ensure efficient workflow and optimal resource utilization.
• Handle escalated customer inquiries and resolve complex issues effectively and professionally.
• Ensure team adherence to company policies, procedures, and client guidelines.
• Identify training needs and collaborate with the training department to develop and deliver appropriate training programs.
• Prepare and analyze performance reports, identifying trends and recommending solutions for improvement.
• Participate in hiring and onboarding processes for new team members.
• Foster a positive and collaborative work environment that promotes employee engagement and retention.
• Implement and enforce quality assurance standards to maintain high levels of customer satisfaction.

Skills

Leadership

Coaching

Communication

Problem solving

Analytical thinking

Team building

Adaptability

Education

High School Diploma or GED

Associate's or Bachelor's degree preferred

Tools

Call center software

Microsoft Office (Word, Excel, PowerPoint)

Job description

VXI Global Solutions LLC is seeking an Operations Supervisor to lead a customer service team and drive performance. You will coach staff, monitor KPIs, and ensure adherence to policies while delivering excellent client experiences.

The role requires coaching, strong communication, and the ability to manage shifts, including evenings, weekends, and holidays, in a fast-paced call center environment.