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 Technical Support 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.
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 skills in proactive critical thinking and problem-solving.
-
Flexible with schedule to accommodate working in a 24x7 environment and international time zones.
-
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
-
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.
To be successful, you must have:
-
1 year of previous leadership within a call center environment preferred (Healthcare a plus)
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!
