Supervisor, Operations

VXI Global Solutions

57d

About The Position

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 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 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. Internal 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 1 year of previous leadership within a call center environment preferred 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! VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, and the Caribbean. We deliver omnichannel and multilingual support, software development, quality assurance, CX advisory, and automation & process excellence to the world's most respected brands. VXI is one of the fastest growing, privately-held business services organizations in the United States and the Philippines and one of China's few US-based customer-care organizations. Private equity investor Bain Capital also backs VXI. Our initial partnership ran from 2012 to 2016 and was the beginning of prosperous times for the company. During this period, VXI expanded our footprint in the US and Philippines and gained ground in the Chinese and Central American markets. We also acquired Symbio, expanding our global services offering and enhancing our competitive position. In 2022, Bain Capital re-invested in the organization after completing a buy-out from Carlyle. This rare occurrence in the private equity space shows the performance VXI delivers for our clients, employees, and shareholders. Not finding the right fit? Let us know you're interested in a future opportunity by clicking Get Started below or create an account by clicking 'Sign In' at the top of the page to set up email alerts as new job postings become available that meet your interest!

Requirements

• 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.
• 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

Nice To Haves

• 1 year of previous leadership within a call center environment preferred

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees