Team Leader (Temporary) RCC Sales

VXI Global Solutions • Montgomery, AL

1d

About The Position

A VXI Contact Center Team Lead is responsible for the day-to-day operations of a team of Associates. This position has a direct and immediate impact on the overall efficiency and profitability of the company. The role involves exhibiting the Culture of Performance and Core Values; Teamwork, Integrity, and Excellence by regularly applying them as guiding principles in decisions and actions based on Reason, Record, and Circumstance. The Team Lead is expected to meet or exceed Key Performance Indicators (KPIs) and is responsible for the day-to-day application of organizational policies and procedures. They also recognize and recommend operational improvements to increase agent performance and ensure compliance with client service agreements and legal requirements.

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
• 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
• Must be an active employee on RCC Sales LOB

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
• Meet or exceed KPI's
• Accomplish 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
• Recognize and recommend operational improvements to increase agent performance
• Avoid legal challenges by maintaining compliance with client service agreements and legal requirements
• Monitor 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