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 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.
Your Day to Day:
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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.
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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.
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Responsible for the day-to-day application of organizational policies and procedures. Recognizes and recommends operational improvements to increase agent performance.
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Avoid legal challenges by maintaining compliance with client service agreements and legal requirements.
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Monitors performance of staff members according to established standards.
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May participate in hiring decisions and conduct performance appraisals.
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Other tasks and duties as assigned by the leadership team.
Knowledge, Skills, and Abilities
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Able to coach and motivate in accordance with the company's Performance Culture.
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Detail-oriented.
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Familiar with contact center tools, systems, and methodologies.
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Strong MS Office skills including Word, Excel, and PowerPoint.
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Adaptable to swift program changes, developing skills in proactive critical thinking and problem-solving.
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Flexible with schedule to accommodate working in a 24x7 environment and international time zones.
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Strong phone presence with exemplary customer service skills
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Good standing attendance
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Adaptable to changes with the needs of the seasonal needs
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Flexible with scheduling (Morning, nights, and weekends) to accommodate client Hours of Operations
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Minimum of 2 years previous related experience in fast paced leadership role
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Critical thinking and problem-solving skills
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Ability to identify RCA, coach and motivate team
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Experience in planning, multi-tasking, and managing time effectively
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Ability to be seated for 2 - 4 hours at any one time, with or without accommodation.
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Ability to speak clearly and annunciate the designated spoken language(s) on a phone call and to others within the Supervisor and Manager levels.
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Ability to hear, with or without accommodation, and listen for understanding with others in the designated spoken language(s), with or without accommodation.
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Ability to follow directions and logical process flows, with or without accommodation.
To be successful, you must have:
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No active PIP within the last 6 months
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Good Attendance Record, 85% or higher for the last 90 days
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QA Scores, 85% or higher average for the last 90 days
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LOB KPIs at or above goal for the last 90 days
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For lateral transfers, 6 months in current role/LOB
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For promotions, no minimum tenure required
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Must be an active employee on RCC Service LOB
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.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Original Title: Team Leader (Temporary) RCC Service
Req Id: R26_02191
Posted At: Mon Jun 08 2026 00:00:00 GMT+0000 (Coordinated Universal Time)
