Contact Center Team Lead

​VXI Global Solutions is a leading provider of business process and information technology outsourcing offering comprehensive services to its clients. Our company specializes in Contact Center and BPO services, software development, quality assurance testing, and infrastructure outsourcing. Headquartered in the United States, VXI employs over 42,000 people around the world including locations in China and the Philippines.

At VXI, we are guided by our Values of Excellence, Integrity, Teamwork, Agility and Inventiveness.

Job 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.

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.
• Minimum of 2 years previous related experience in fast paced leadership role

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.
• Strong phone presence with exemplary customer service skills
• Good attendance record with previous employers
• Adaptable to changes with the needs of the seasonal needs
• Flexible with scheduling (Morning, nights, and weekends) to accommodate client Hours of Operations
• 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 follow directions and logical process flows, with or without accommodation.

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

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Job Type: Full-time

Pay: From $45,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Application Question(s):

• Do you have experience leading a team for a financial client?

Education:

• High school or equivalent (Preferred)

Experience:

• call center leadership: 2 years (Required)

Ability to Commute:

• Charlotte, NC 28262 (Required)

Work Location: In person