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Customer Service Team Supervisor
2 months ago
Position Overview
The VXI Team Lead plays a crucial role in overseeing the daily functions of a group of Customer Service Representatives. This position significantly influences the overall productivity and profitability of the organization.
Key Responsibilities:
- Uphold the Culture of Performance and Core Values, including Teamwork, Integrity, and Excellence, by consistently applying these principles in decision-making and actions based on Reason, Record, and Circumstance.
- Achieve or surpass Key Performance Indicators (KPIs).
- Drive team success by setting clear job expectations; planning, monitoring, and evaluating job performance; providing coaching, guidance, and motivation to team members; and ensuring adherence to company policies, procedures, and productivity standards.
- Implement organizational policies and procedures on a daily basis while identifying and suggesting operational enhancements to boost agent performance.
- Ensure compliance with client service agreements and legal obligations to mitigate potential legal issues.
- Assess the performance of team members in accordance with established benchmarks.
- Participate in recruitment processes and conduct performance evaluations as needed.
- Perform additional tasks and responsibilities as assigned by the leadership team.
Qualifications for Success:
- An associate degree is preferred.
Essential Skills and Competencies:
- Ability to coach and inspire in alignment with the company's Performance Culture.
- Detail-oriented approach.
- Familiarity with contact center tools, systems, and methodologies.
- Proficient in MS Office applications, including Word, Excel, and PowerPoint.
- Adaptability to rapid program changes, with a focus on proactive critical thinking and problem-solving.
- Flexibility in scheduling to accommodate a 24/7 operational environment and international time zones.
- Must successfully pass a background check and drug screening.
- Proven track record of meeting or exceeding KPIs.
- Strong telephone presence coupled with excellent customer service abilities.
- Consistent attendance and punctuality.
- Ability to adapt to seasonal operational needs.
- Flexible scheduling availability (mornings, nights, and weekends) to meet client operational hours.
- Minimum of 2 years of relevant experience in a fast-paced leadership role.
- Strong critical thinking and problem-solving capabilities.
- Competence in identifying root causes, coaching, and motivating the team.
- Experience in planning, multitasking, and effective time management.
- Capability to remain seated for 2 to 4 hours at a time, with or without accommodation.
- Ability to communicate clearly and articulate in designated spoken languages over the phone and with supervisory and managerial staff.
- Proficient listening skills to understand others in designated spoken languages, with or without accommodation.
- Ability to type and read designated spoken languages on a computer monitor for recording necessary information, with or without accommodation.
- Capacity to follow instructions and logical processes, with or without accommodation.
Required Qualifications:
- Availability for a flexible schedule covering all hours of call center operations, 7 days a week, from 6 am to midnight.
- Positive reliability and dependability record (attendance and punctuality).
- Ability to interact positively and professionally with all organizational levels.
- Strong verbal and written communication skills.
- Proficient analytical skills to assess data and determine actionable items for improvement.
- No active Performance Improvement Plan (PIP) within the last 6 months.
- Good attendance record, maintaining 85% or higher over the last 90 days.
- Quality Assurance (QA) scores averaging 85% or higher over the last 90 days.
- Line of Business (LOB) KPIs at or above goal for the last 90 days.
- For lateral transfers, a minimum of 6 months in the current role/LOB.
- For promotions, no minimum tenure is required.
- ACTIVE STATUS ON CORTLAND IS REQUIRED
This description provides a general overview of the type and level of work performed and is not intended to be exhaustive or specific to any one individual.
Job Type: Full-time
