·         Exhibit the VXI Culture of Performance and Core Values; Teamwork, Integrity, Excellence, Agility & Inventiveness by regularly applying guiding these 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. 

·         Supervising, managing employees day to day task and overall KPI metrics

·         Tracking, monitoring employee’s attendance and schedule adherence which including daily hour report and/or overtime

·         Accomplished 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. 

·         Meet with internal clients to assess needs and  ensure utilization of accurate profiles and job descriptions

·         Assist in developing targeted ads to post positions in print, radio, intranet, and social media outlets

·         Review résumés; screen and select viable candidates

·         Surf employment boards and industry websites to scout talent

·         Use database to maintain candidate pipeline

·         Review, update and present pipeline management on a daily basis

·         Conduct phone interviews to further evaluate potential candidates

·         Help to facilitate any pre-employment testing required

·         Conduct initial face-to-face interview at company corporate headquarters

·         Recommend best fit candidates for available positions to next rounds of interview

·         Communicate status to candidates in a professional and consistent manner

·         Conduct reference checks, background checks and handle all candidate relations

·         Draft offer letters for candidates

·         Continuously develop new ways of reaching candidates and networking

·         Establish new processes to enhance the recruitment process within each line group

·         Assist in the evaluation of reports, decisions, and results of department in relation to goal setting

·         Recommend new approaches, policies and procedures to effect continual improvements in efficiency of department and services performed.

·         Maintain compliance with federal and state regulations concerning employment.

·         Perform other related duties as required and assigned.

·         Work closely with front line managers & employees in order to provide a voice for improvement processes.

 Knowledge, Skills and Abilities 

·         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 

·         Ability to follow directions and logical process flows, with or without accommodation 

·         Ability to walk or stand for 2-4 hours at a time up to 7-8 hours in a day, with or without accommodation.

Qualifications

·         A bachelor’s degree, and/or 3-5 years of non-Exempt-Talent Recruitment experience preferred.

·         Professional in Human Resources (PHR) or equivalent certification a plus

·         1-2 Management experience preferred

·         Good outstanding track record in attendance and work performance metrics