Team Leader

VXI Global Solutions; Ohio; On-site; USD 52,000 - 64,000; Full time

Job summary

VXI Global Solutions in Ohio is seeking a Team Lead for the Customer Support - Chat & Email Tier 2 team. You will drive day-to-day operations, coach agents, and ensure SLA and KPI targets are met.

This role requires strong communication, proactive thinking, and the ability to manage schedules in a 24x7 environment across time zones. Join a culture of performance and customer focus, with opportunities for growth and advancement.

Qualifications

• Minimum 2 years in a fast-paced leadership role.
• 1 year of leadership in a call center preferred.
• No active PIP within the last 6 months.
• QA scores of 85% or higher for the last 90 days.
• Attendance 85% or higher for the last 90 days.
• Experience planning, multi-tasking, and managing time effectively.

Responsibilities

• Lead the day-to-day operations of the Chat & Email Tier 2 team.
• Coach, monitor, and motivate staff; enforce productivity standards.
• Ensure KPI targets and service level agreements are met.
• Assist in hiring decisions and conduct performance appraisals.
• Identify operational improvements to increase agent performance.
• Maintain compliance with client service agreements and legal requirements.

Skills

Coaching

Detail-oriented

Communication

KPI management

Problem-solving

Time management

Team leadership

Scheduling

Tools

Contact center software

MS Office

MS Excel

MS Word

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!