Team Leader

VXI Global Solutions; Jonesboro (GA); On-site; USD 42,000 - 60,000; Full time

Job summary

VXI Global Solutions in Jonesboro, GA is seeking a Team Lead for the day-to-day management of a Customer Support - Chat & Email Tier 2 team. You will drive performance, coach agents, manage scheduling, and ensure adherence to client SLAs in a 24x7 environment.

You will monitor KPI attainment, participate in hiring decisions, and coordinate with leadership to implement process improvements that boost efficiency and service quality across shifts and time zones.

Qualifications

• Minimum of 2 years in a fast-paced leadership role in a contact center.
• Ability to coach and motivate staff.
• Proven track record of meeting or exceeding KPIs.
• Flexible scheduling to cover 24x7 operations.

Responsibilities

• Lead day-to-day team operations and drive performance.
• Coach, counsel, and motivate agents; monitor results.
• Plan, monitor, and appraise staff performance.
• Participate in hiring decisions and conduct appraisals.
• Ensure compliance with client service agreements and policies.
• Coordinate across shifts and time zones.

Skills

Coaching

Leadership

KPI tracking

Scheduling

Customer service

Problem-solving

Multitasking

Attendance

Tools

MS Office

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!