(Internal Only) Team Lead- Posting Close Date: Thursday, 11/07/2024

Job Description

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

Required Qualifications :

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

This description portrays in general terms the type and level(s) of work performed and is not intended to be all-inclusive, nor the specific duties of any one incumbent.

Job Type : Full-time