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.

The Supervisor monitors team results, coaches and develops team members, supports compliance with company and client requirements, resolves escalated customer issues, collaborates with operational partners, and contributes to process improvements. The role also participates in hiring and onboarding and reports performance, challenges, and proposed solutions to management.

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 in 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 and exceed quality, productivity, and customer satisfaction targets.
• Conduct coaching sessions and performance reviews and provide constructive feedback to support professional development.
• Monitor daily performance, analyze metrics, identify trends, and implement corrective actions to address improvement areas.
• Ensure adherence to company policies, procedures, and client-specific guidelines.
• Handle escalated customer inquiries and complex issues, providing resolutions that maintain customer loyalty.
• Collaborate with Quality Assurance, Training, and Workforce Management to optimize 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.
• Foster teamwork, open communication, and employee engagement in a positive and supportive environment.
• Identify process-improvement opportunities and contribute to developing and implementing best practices.

What This Job Offers

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