Team Leader_ Brightspeed

VXI; Morrow (GA); On-site; USD 45,000 - 65,000; Full time

Job summary

VXI Global Solutions is seeking a Team Leader for the Brightspeed account to oversee a team of Technical Support Associates in a fast-paced contact center environment. You will coach staff, monitor KPI performance, handle scheduling across 24x7 operations and ensure compliance with client service agreements and company policies.

Strong communication and problem-solving skills are essential. Active on Brightspeed account and prior call center leadership experience preferred.

Qualifications

• Two years in a fast-paced leadership role in a call center.
• Able to coach and motivate teams to meet KPIs.
• Strong communication and problem-solving skills.
• Flexible to work in a 24x7 environment and across time zones.
• Experience with Brightspeed account preferred.

Responsibilities

• Lead a team of Technical Support Associates and drive KPI performance.
• Set expectations, coach, and appraise results.
• Ensure compliance with client service agreements and legal requirements.
• Participate in hiring decisions and performance appraisals.
• Identify operational improvements and enforce policies.

Skills

Coaching

Team leadership

KPI management

Customer service

Scheduling

Problem solving

Communication

MS Office

Tools

Brightspeed tools

Job description

VXI Global Solutions and its Recruiting/Hiring managers will only contact you from an official @vxi.com email address. VXI may communicate or contact you via text message, but will never ask you to pay money or send you checks during the job application process for equipment or in exchange for employment opportunities or other services. If you receive emails from individuals claiming to work on behalf of VXI using any other email address, especially a personal email account, or if you receive communications that seem suspicious, ask for payment or appear fraudulent, please contact us immediately at [e-mail]

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.

VXI Global Solutions is a leading provider of business process and information technology outsourcing, offering comprehensive services to its clients. Our company specializes in contact center and BPO services, software development, quality assurance testing, and infrastructure outsourcing. Headquartered in the United States, VXI employs 42,000 people around the world including locations in the US, Central America, China, and the Philippines.

At VXI, we are guided by our Values of Excellence, Integrity, Teamwork, Agility, and Inventiveness.

A VXI Contact Center Team Lead is responsible for the day-to-day operations of a team of Technical Support Associates. 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
• Must be active on Brightspeed Account

This description portrays in general terms the type and level(s) of work performed and is not intended to be all-inclusive, nor the specific duties of any one incumbent.

Job Type: Full-time

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

Original Title: Team Leader_ Brightspeed