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Team LeadVXI Global Solutions • Athens, Georgia, United States
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Team Lead

VXI Global Solutions
  • US
    Athens, Georgia, United States
  • US
    Athens, Georgia, United States
Jetzt Bewerben

Über

VXI Contact Center Team Lead

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.

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

  • 1 year of previous leadership within a call center environment preferred (Healthcare a plus)

    • 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.

    If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

  • Athens, Georgia, United States

Sprachkenntnisse

  • English
Hinweis für Nutzer

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