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Exciting Opportunity for Virtual FIS Agents!
New FLEX Agent Openings
(Internal Candidates Only)
Job Summary
A Flex Agent is defined as an agent who has the capability of flexing between projects without the need for additional training, as they are already certified on the applicable accounts.
An agent has the possibility of flexing between accounts within the hour, day, week and/or month. The agent will be able to handle calls immediately on any applicable project when flexed to that account.
Role and Responsibilities
§ A ‘flex agent’ will be required to be shift flexible.
§ The ‘flex agent’ could be toggled between projects at any time without notice.
§ Shift / schedule changes will be communicated to the agent a minimum of two weeks prior to the adjustment.
§ A ‘flex agent’ must be able to work all required shifts.
Qualifications For this Role
You must meet ALL of the criteria listed below
VXI Knowledge | Minimum 6-month tenure with VXI |
Product | Process | Minimum 3-month tenure on FIS |
Knowledge | Performance | Ranked top 50% 50% Quartile Ranking for past 30 days |
| Quality Score - Greater than or equal to 85% quality score |
Progressive | No Progressive Discipline (Code of Conduct) (No Final Warning for past 90 days) |
Discipline | No Progressive Discipline (Performance Related) (No Final Warning for past 90 days) |
Flexibility | Absenteeism - Less than or equal to 15% for past 30 days |
| Ability to work assigned shift that may include weekends, evenings and holidays |
| Ability to quickly adjust with call handling for different projects |
Keyboarding Skills | Ability to demonstrate keyboard and typing skills - >= 40 WPM |
Customer Service | Strong attention to detail |
| Ability to listen to customer needs and demonstrate ownership and empathy |
| Ability to multi task and complete multiple items simultaneously |
| Demonstrates a willingness to learn and apply feedback |
Working | Virtual Agent - Currently tagged as 'virtual' site employee |
Environment | Ability to provide a quiet distraction free work environment |
| Willingness to be on Camera |
Compensation
Base Wage | Base hourly wage will be $13.50 |
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Flex' Incentive | You will also receive an hourly wage premium of $0.50 per additional projects that you are certified for as ‘flex qualified’. | |||
| The incentive is only for additional projects above and beyond your base project. |
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* The wage premium will be paid only during production hours, when you are in the Flex Agent role. | ||||
* You must pass all future required training if new lines of business are added to the account in order to remain active within the “Flex” role. | ||||
Sample Incentive Table
Base Project | $13.50 Base Wage |
+ 1 Additional Flex Qualified Project | + $0.50 |
+ 2 Additional Flex Qualified Project | + $1.00 |
+ 3 Additional Flex Qualified Project | + $1.50 |
Pay for Performance
You will also qualify for a FLEX specific weekly P4P incentive.
KPI Passed | Pay Out |
| Applicable Metrics |
1 | $ 0.00 |
| a. Schedule Adherence | > 90% b. Absenteeism | <10% c. Quality | >90% combined average score across all projects handled |
2 | $ 25.00 |
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3 | $ 75.00 |
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** P4P incentive is calculated on a Weekly basis, however each payout is based on a payroll period, i.e., 2 full weeks
This posting will only be open for application until 11:59pm Sunday June 19th, 2022.
