VXI Global Solutions, LLC is a leading B2B provider of business process and information technology offering comprehensive services to our clients who are all Fortune 500.  We specialize in sales and services, software development, quality assurance testing, and infrastructure outsourcing. VXI employs 30,000 people world-wide.  We have dynamic customer interaction center that’s looking for a game changer like you! 

VXI is guided by our Values:

 Excellence, Integrity, Teamwork, Agility and Inventiveness

VXI recruits excited, enthusiastic applicants who are ready to be successful!  We create a fun learning environment with plenty of career growth opportunities.  Work in an environment where you can utilize your customer service skills and experience to help customers each and every day.  Your talents and contributions will be rewarded.  Come for the job, stay for the career! 

Want to work with a great team? We want to work with you as well so come check us out.  Become part of a great team throughout the US.  A supportive team that shares best practices, develops strong partnerships and have fun! 

Overview

Responsible for the day-to-day operations of a team of Account Associates. This position has a direct and immediate impact on the overall efficiency and profitability of the company.

Primary Responsibilities

• Exhibit the VXI 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 Key Performance Indicators and Guidelines in addition to VXI Policies and Procedures.

• 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.

   

  Requirements

• Must have demonstrated leadership skills within team, program, or center

• No warnings (written or above) within the past 60 days

• Excellent attendance record

• Strict adherence to dress code

• Professional demeanor

• Excellent interpersonal skills

• Must have excellent product knowledge

• Must have a good understanding of program objectives

• Must have a good understanding of company policies and practices

• Must-have demonstrated quality and ethical sales practices

Knowledge, Skills and Abilities

• Strong phone presence with exemplary customer service and/or sales skills.

• Able to coach and motivate in accordance with the VXI 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 the skills in proactive critical thinking and problem-solving.

   

  Education

  
  

• Must have one year previous related leadership experience in a fast paced environment, preferably in the role of SME, and be in Good Standing

   

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.  Not included are duties and responsibilities common to all supervisory positions including the requirements to attend or conduct staff meetings, prepare status reports, make internal and outside contacts, schedule, assign and review work; promote good housekeeping; enforce safety rules, security regulations, and standards of conduct; carry out equal employment opportunity policies; and to discipline, train, develop, and review the performance.