Supervisor, Operations

VXI Global Solutions • Carson City, NV

2d

About The Position

The Supervisor, Operations at VXI Global Solutions, LLC. leads and manages a team of customer service representatives to achieve operational excellence and meet key performance indicators. The role focuses on driving team performance, fostering a positive work environment, and ensuring exceptional customer experiences.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field, or equivalent practical experience.
• At least 2 years of experience in a supervisory or team lead role within a call center or customer service environment.
• Proven ability to lead and motivate teams to achieve performance goals.
• Strong understanding of customer service principles and best practices.
• Excellent verbal and written communication, interpersonal, and coaching skills.
• Ability to analyze data, identify trends, and make data-driven decisions.
• Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
• Strong problem-solving and conflict-resolution skills.
• Ability to maintain confidentiality and handle sensitive information.

Responsibilities

• Supervise and motivate customer service representatives to meet or exceed performance targets for quality, productivity, and customer satisfaction.
• Conduct coaching sessions and performance reviews, and provide constructive feedback to support employees’ professional growth and development.
• Monitor daily team performance, analyze metrics, identify trends, and implement corrective actions to address improvement areas.
• Ensure adherence to company policies, procedures, and client-specific guidelines.
• Resolve escalated customer inquiries and complex issues while maintaining customer loyalty.
• Collaborate with Quality Assurance, Training, Workforce Management, and other departments to improve processes and efficiency.
• Participate in recruiting, onboarding, and training new team members.
• Prepare and present performance reports to management, including achievements, challenges, and proposed solutions.
• Promote teamwork, open communication, and employee engagement in a positive and supportive team environment.
• Identify process improvement opportunities and contribute to developing and implementing best practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager