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Customer Service Team Supervisor
2 months ago
Position Overview
The VXI Global Solutions 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 success of the organization.
Key Responsibilities:
- Embody the principles of Performance Culture and Core Values, including Teamwork, Integrity, and Excellence, by consistently applying these as guiding standards in decision-making and actions based on Reason, Record, and Circumstance.
- Achieve or surpass Key Performance Indicators (KPIs).
- Drive team success by clearly communicating job expectations; planning, monitoring, and evaluating job performance; coaching, guiding, and inspiring team members; and ensuring adherence to company policies, procedures, and productivity benchmarks.
- 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.
- Evaluate staff performance against established criteria.
- May be involved in recruitment processes and conducting performance evaluations.
- Perform additional tasks and responsibilities as assigned by management.
Qualifications for Success:
- Preferred: Associate's degree.
Skills and Competencies:
- Ability to coach and inspire in alignment with the company's Performance Culture.
- Detail-oriented with a strong focus on accuracy.
- Familiarity with contact center tools, systems, and methodologies.
- Proficient in Microsoft Office Suite, including Word, Excel, and PowerPoint.
- Adaptable to rapid program changes, with skills in proactive critical thinking and problem-solving.
- Flexible schedule to accommodate a 24/7 operational environment and international time zones.
- Must successfully pass a background check and drug screening.
- Demonstrated ability to meet or exceed KPIs.
- Exceptional phone presence with outstanding customer service abilities.
- Consistent attendance record.
- Adaptable to changing seasonal demands.
- Willingness to work varied schedules (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.
- Proficient in identifying root causes, coaching, and motivating the team.
- Experience in planning, multitasking, and effective time management.
- Ability to remain seated for extended periods, with or without accommodation.
- Clear verbal communication skills and ability to articulate in designated spoken languages.
- Ability to listen and comprehend effectively in designated spoken languages, with or without accommodation.
- Proficient in typing and reading information on a computer monitor for data entry and reporting purposes, with or without accommodation.
- Ability to follow directions and logical processes, with or without accommodation.
Essential Requirements:
- Availability for a flexible schedule covering all hours of call center operations, 7 days a week, from 6 AM to midnight.
- Proven reliability and dependability in attendance.
- Ability to interact positively and professionally with all organizational levels.
- Strong verbal and written communication skills.
- Ability to analyze data effectively and identify actionable items for improvement.
- No active Performance Improvement Plan (PIP) within the last 6 months.
- Attendance record of 85% or higher over the past 90 days.
- Quality Assurance scores averaging 85% or higher over the past 90 days.
- Achieved or exceeded Line of Business KPIs over the past 90 days.
- For lateral transfers, a minimum of 6 months in the current role/Line of Business.
- No minimum tenure required for promotions.
- 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
