Supervisor, Operations

VXI Global Solutions•Charlotte, NC

1d•Onsite

About The Position

The Operations Supervisor at VXI Global Solutions LLC is responsible for leading and motivating a team of customer service representatives to achieve performance targets and deliver exceptional client and customer experiences. This role involves day-to-day team management, performance coaching, and ensuring adherence to operational policies and procedures.

Requirements

High School Diploma or GED required
Minimum of 2 years of experience in a supervisory or team lead role within a call center or customer service environment.
Proven ability to lead, motivate, and develop a team to achieve performance goals.
Excellent communication, interpersonal, and coaching skills.
Strong analytical and problem-solving abilities.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and call center software.
Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
Demonstrated commitment to customer satisfaction and operational excellence.
Flexibility to work various shifts, including evenings, weekends, and holidays, as required.
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
Active employee on BOA account

Nice To Haves

Associate's or Bachelor's degree preferred.
For promotions, no minimum tenure required

Responsibilities

Supervise, motivate, and develop a team of customer service representatives to meet and exceed key performance indicators (KPIs) such as service levels, quality scores, and productivity metrics.
Conduct regular coaching sessions, performance reviews, and provide constructive feedback to improve individual and team performance.
Monitor call queues, agent availability, and service levels to ensure efficient workflow and optimal resource utilization.
Handle escalated customer inquiries and resolve complex issues effectively and professionally.
Ensure team adherence to company policies, procedures, and client guidelines.
Identify training needs and collaborate with the training department to develop and deliver appropriate training programs.
Prepare and analyze performance reports, identifying trends and recommending solutions for improvement.
Participate in hiring and onboarding processes for new team members.
Foster a positive and collaborative work environment that promotes employee engagement and retention.
Implement and enforce quality assurance standards to maintain high levels of customer satisfaction.