[Hiring] Supervisor, Operations @VXI Global Solutions

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Role 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.

  • 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.

Qualifications

  • 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.
  • 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.

Requirements

  • 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.

Internal 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.
  • 1 year of previous leadership within a call center environment preferred.

Benefits

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...