Team Leader

VXI Global Solutions • Montgomery, AL

14h • Onsite

About The Position

A VXI Contact Center Team Lead is responsible for the day-to-day operations of a team of Technical Support Associates. This position has a direct and immediate impact on the overall efficiency and profitability of the company. The role requires exhibiting the company's culture of performance and core values: Teamwork, Integrity, and Excellence. This involves regularly applying these principles in decisions and actions, meeting or exceeding Key Performance Indicators (KPIs), and accomplishing team results through effective communication, coaching, and motivation. The Team Lead is responsible for the day-to-day application of organizational policies and procedures, recognizing and recommending operational improvements, and ensuring compliance with client service agreements and legal requirements. They monitor staff performance, may participate in hiring decisions and performance appraisals, and perform other tasks as assigned by leadership.

Requirements

• 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
• Must be on respective LOB
• 1 year of previous leadership within a call center environment preferred

Nice To Haves

• 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

Responsibilities

• Exhibit the Culture of Performance and Core Values 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