Team Leader

VXI Global Solutions

13d

About The Position

It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business. A VXI Team Lead is responsible for the day-to-day operations of a team of Customer Service Associates. This position has a direct and immediate impact on the overall efficiency and profitability of the company. Your Day to Day: 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. 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. To be successful, you must have: Associates degree preferred. Knowledge, Skills, and Abilities 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 the skills in proactive critical thinking and problem-solving. Flexible with schedule to accommodate working in a 24x7 environment and international time zones. Must be able to pass a background check and drug screen. Meeting or exceeding KPIs Strong phone presence with exemplary customer service skills Strong communication skills – verbal and written Good standing attendance Adaptable to changes with the needs of the seasonal needs 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 use hands to type and eyes to see and read the designated spoken language on a computer monitor for recording sales information, caller information, and other specific information as required by the company and/or the client, with or without accommodation. Ability to follow directions and logical process flows, with or without accommodation. Availability to work a flexible schedule which includes all hours of call center operation 7 Days a week, available between 6 am and Midnight once fully operational Ability to interface in positive and professional manner with all levels Internal Eligibility Requirements: 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 If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, and the Caribbean. We deliver omnichannel and multilingual support, software development, quality assurance, CX advisory, and automation & process excellence to the world's most respected brands. VXI is one of the fastest growing, privately-held business services organizations in the United States and the Philippines and one of China's few US-based customer-care organizations. Private equity investor Bain Capital also backs VXI. Our initial partnership ran from 2012 to 2016 and was the beginning of prosperous times for the company. During this period, VXI expanded our footprint in the US and Philippines and gained ground in the Chinese and Central American markets. We also acquired Symbio, expanding our global services offering and enhancing our competitive position. In 2022, Bain Capital re-invested in the organization after completing a buy-out from Carlyle. This rare occurrence in the private equity space shows the performance VXI delivers for our clients, employees, and shareholders. 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Requirements

• Associates degree preferred.
• 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 the skills in proactive critical thinking and problem-solving.
• Flexible with schedule to accommodate working in a 24x7 environment and international time zones.
• Must be able to pass a background check and drug screen.
• Meeting or exceeding KPIs
• Strong phone presence with exemplary customer service skills
• Strong communication skills – verbal and written
• Good standing attendance
• Adaptable to changes with the needs of the seasonal needs
• 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 use hands to type and eyes to see and read the designated spoken language on a computer monitor for recording sales information, caller information, and other specific information as required by the company and/or the client, with or without accommodation.
• Ability to follow directions and logical process flows, with or without accommodation.
• Availability to work a flexible schedule which includes all hours of call center operation 7 Days a week, available between 6 am and Midnight once fully operational
• Ability to interface in positive and professional manner with all levels
• 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

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.
• 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: Associate degree