Sr Team Leader

VXI Global Solutions•Morrow, OH

10d

About The Position

This position requires a strategic leader who knows how and when to be tactical. A creative game-changer who is not afraid to roll up his/her sleeves to get the job done! The role involves adhering to company policies on ethics and integrity, working with the Operations Director to ensure client and VXI objectives are met, and developing a deep understanding of client expectations and customer needs to set organizational direction. The leader will focus on developing a positive employee experience, increasing employee capabilities and job satisfaction, while ensuring standards are upheld and client expectations are surpassed. This role is responsible for developing "The Plan" and leading the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in activities necessary to achieve company goals. The Sr Team Leader will guide a team of team leaders to achieve performance metrics, troubleshoot problem areas, and recommend corrective/preventative action plans. They will also lead and direct audits to improve business processes and activities, conduct reviews with Clients and Management Team to evaluate lessons learned and ensure best practices are integrated into process improvement efforts, and partner with Human Resources and Workforce Management to co-manage staff issues and ensure appropriate staffing and production levels. Maintaining constant and open communication with all stakeholders and ensuring VXI is represented well internally and externally are key aspects of this role.

Requirements

Must be able to do root cause analysis.
Must know how to manage line adherence.
Have the ability to see the big picture and how it relates to the success of VXI.
Be a natural leader who can energize multiple teams in an environment of change and growth.
Be honest and inspire the team to operate with integrity.
Have experience using Microsoft Project, Outlook, and Office (Word, Excel, and PowerPoint).
Be flexible and adaptable to changing business needs.
Possess excellent verbal, written, and presentation skills.
Have the ability to deliver persuasive, confident and articulate communication across all levels internally and externally.
Possess excellent judgment/problem solving skills.
Have excellent interpersonal, organizational, mediation, and negotiation skills.
Be recognized as a natural influencer with an ability to find creative solutions to deliver business plan targets.
Have an advanced understanding and competency in Contact Center Workforce Management discipline.
Have an advanced understanding of IT/Telephony systems within a contact center.
Have experience in effectively delivering change within a sales and customer-focused organization.
A self-starter able to facilitate strategic discussion to move business forward.
High School Diploma Required
2+ years in a Contact Center Team Lead role with a demonstrated ability to lead people and gain results preferred

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Adhere to company policies on ethics and integrity
Work with Operations Director to ensure that all client and VXI objectives are met.
Develop and maintain department understanding of client expectations and customer needs in order to set organizational direction and create opportunities to achieve objectives.
Develop, grow, and maintain a positive employee experience, increase employee capabilities, and job satisfaction while ensuring that we uphold our standards and surpass the expectations of our clients.
Develop “The Plan” and lead the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in the activities necessary to achieve company goals.
Guide a team of team leaders to achieve performance metrics, troubleshoot problem areas, and recommend corrective/preventative action plans.
Lead and direct audits in order to improve business processes and activities.
Conduct reviews with Clients and Management Team to evaluate lessons learned and ensure best practices are integrated into process improvement efforts.
Partner with Human Resources to co-manage all staff issues, including staffing and selection, goal setting, annual reviews, compensation planning, and career development.
Partner with Workforce Management to ensure staffing and production remain at appropriate levels.
Maintain constant and open communication with all stakeholders.
Ensure that VXI is represented well to internal clients (our employees), external clients (and their customers), and the community at large.