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[Hiring] Supervisor, Operations @VXI Global Solutions
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
A VXI Contact Center 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.
- 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.
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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.
Qualifications
- 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.
- 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.
Requirements
- 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.
Internal Eligibility Criteria
- 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.
- 1 year of previous leadership within a call center environment preferred.
Benefits
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!