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 Academy Team Lead is responsible for the day-to-day operations of a team of new hire Customer Service Associates in OJT/Skill Up. 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:
- Associate degree preferred
- 1 year of previous leadership within a call center environment preferred
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
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!