Team Lead

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 Contact Center Team Lead is responsible for the day-to-day operations of a team of Technical Support 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. 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. - Meet or exceed KPI’s - 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: - 1 year of previous leadership within a call center environment preferred (Healthcare a plus) 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! Originally posted on Himalayas