Please note this is an Internal ONLY position. 

Posting Close Date: 11/08/2024

Job Description

A VXI Contact Center Team Lead is responsible for the day-to-day operations of a team of Customer Service 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 the 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:

• Associates degree preferred

Eligibility Criteria:

• 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

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

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