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.

In 2022, Bain Capital re-invested in the organization after completing a buy-out from another private equity firm. This is a rare occurrence in the private equity space and shows the level of performance VXI delivers for our clients, employees, and to shareholders.

For more information about VXI, visit: www.vxi.com

For more information about our partnership with Bain, please visit: https://www.baincapital.com/news/bain-capital-completes-acquisition-vxi-global-solutions

Responsible for overseeing daily operations ensuring that customer service representatives meet performance standards and deliver exceptional service. This role involves coaching, monitoring, and supporting the team, while also managing workflows, resolving escalations, and contributing to process improvements.
Key Responsibilities:

• Supervise and support a team of representatives to ensure high-quality service delivery.
• Monitor call metrics and performance indicators (e.g., call volume, response time, customer satisfaction).
• Conduct regular coaching sessions, performance reviews, and team meetings.
• Handle escalated customer issues and ensure timely resolution.
• Collaborate with management to implement policies, procedures, and service standards.
• Prepare and analyze reports on team performance, attendance, and productivity.
• Assist in workforce planning, including scheduling and shift management.
• Identify training needs and support onboarding of new staff.
• Foster a positive and motivating work environment that encourages teamwork and accountability.

Qualifications:

• High school diploma or equivalent; a degree in business, communications, or related field is preferred.
• Proven experience in a call center environment, with at least 1-2 years in a supervisory or leadership role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in call center software and reporting tools.
• Ability to multitask, prioritize, and work under pressure.

Work Environment:

• Office-based position
• May require flexible hours, including evenings, weekends, and holidays.

Key Competencies:

• Leadership & Coaching
• Communication & Conflict Resolution
• Analytical Thinking
• Customer Service Excellence
• Time Management
• Adaptability & Problem Solving

Skills:

• Excellent verbal and written communication.
• Strong attention to detail and organizational skills.
• English Proficiency: B2

Location: On site in one of our 2 locations (Gran Reforma 10 or World Technology Center)

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