About this role
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!