Team Lead

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

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Job Description

A VXI Contact Center Team Lead is responsible for the day-to-day operations of a team of Customer Support - Chat & Email Tier 2 Representatives. This position has a direct and immediate impact on the overall efficiency and profitability of the company.

Your Day to Day:

• Exhibit the Culture of Performance and Core Values; Teamwork, Integrity, and Excellence by regularly applying as guiding principles in the decisions and actions chosen based on Reason, Record, and Circumstance.
• Meeting or exceeding KPI's.
• Accomplishes team results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and motivating employees; coordinating and enforcing system policies, procedures, and productivity standards.
• Responsible for the day-to-day application of organizational policies and procedures. Recognizes and recommends operational improvements to increase agent performance.
• Avoid legal challenges by maintaining compliance with client service agreements and legal requirements.
• Monitors performance of staff members according to established standards.
• May participate in hiring decisions and conduct performance appraisals.
• Other tasks and duties as assigned by the leadership team.

Knowledge, Skills, and Abilities

• Able to coach and motivate in accordance with the company's Performance Culture.
• Detail-oriented.
• Familiar with contact center tools, systems, and methodologies.
• Strong MS Office skills including Word, Excel, and PowerPoint.
• Adaptable to swift program changes, developing skills in proactive critical thinking and problem-solving.
• Flexible with schedule to accommodate working in a 24x7 environment and international time zones.
• Meet or exceed KPI’s
• Strong phone presence with exemplary customer service skills
• Good standing attendance
• Adaptable to changes with the needs of the seasonal needs
• Flexible with scheduling (Morning, nights, and weekends) to accommodate client Hours of Operations
• Minimum of 2 years previous related experience in fast paced leadership role
• Critical thinking and problem-solving skills
• Ability to identify RCA, coach and motivate team
• Experience in planning, multi-tasking, and managing time effectively
• Ability to be seated for 2 - 4 hours at any one time, with or without accommodation.
• Ability to speak clearly and annunciate the designated spoken language(s) on a phone call and to others within the Supervisor and Manager levels.
• Ability to hear, with or without accommodation, and listen for understanding with others in the designated spoken language(s), with or without accommodation.
• Ability to follow directions and logical process flows, with or without accommodation.

To be successful, you must have:

• No active PIP within the last 6 months
• Good Attendance Record, 85% or higher for the last 90 days
• QA Scores, 85% or higher average for the last 90 days
• LOB KPIs at or above goal for the last 90 days
• For lateral transfers, 6 months in current role/LOB
• For promotions, no minimum tenure required
• 1 year of previous leadership within a call center environment preferred

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!