Potential Fraud/Scam warning: VXI Global Solutions and its Recruiting/Hiring managers will only contact you from an official @vxi.com email address. VXI may communicate or contact you via text message, but will never ask you to pay money or send you checks during the job application process for equipment or in exchange for employment opportunities or other services. If you receive emails from individuals claiming to work on behalf of VXI using any other email address, especially a personal email account, or if you receive communications that seem suspicious, ask for payment or appear fraudulent, please contact us immediately at us.hr@vxi.com
Job Description
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.
Summary
The position is responsible for managing a group of 11 up to 20 Account Associates, reviewing and analyzing performance data, pinpointing root causes for performance variance, trending and creating improvement plans to correct and improve performance gaps.
Essential Duties & Responsibilities include the following: Other duties may be assigned by the Department Head and / or its representatives
Education & Experience
Competencies
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
We're committed to bringing passion and customer focus to the business.
Summary
The position is responsible for managing a group of 11 up to 20 Account Associates, reviewing and analyzing performance data, pinpointing root causes for performance variance, trending and creating improvement plans to correct and improve performance gaps.
Essential Duties & Responsibilities include the following: Other duties may be assigned by the Department Head and / or its representatives
- Tracks and documents employee time (punctuality, attendance, ACD minutes, and up-training)
- Reviews agent performance results daily to ensure all goals are met or exceeded
- Analyzes and trends agent KPI/Sales performance
- Identifies performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedback
- Monitors and assesses employee calls to drive performance improvement plans
- Ensures agent calls are aligned with Quality Assurance objectives and targets, and CSAT expectations
- Be hands-on and demonstrates a desire to help Global Agents by building effective working relationships, driving individual responsibility, and accountability, and contributing to the site's successful performance
- Teaches and improves up-selling and technical skills (i.e. improved call handling, navigation and Product information research etc)
- Reviews and distributes procedure changes/updates in a timely manner. Ensures agents understand changes and are aligned with organizational/site goals
- Plans and conducts team meetings to share information, calibrate knowledge and performance, and motivate agents to learn and excel
- Attends assigned Leadership Calibrations
- Assists and tracks agent password resets
- Assists, tracks, and coordinates issues with supporting departments, such as IT (computers, headsets, software, etc), HR (payroll issues), and Workforce (overtime, attendance tracking, etc.)
- Administers HR and Department policies as instructed
- Conducts annual reviews/PACS/E-valuation
- Presents his/her team's performance in a business review format either weekly or monthly
- Supports and enforces
- Code of Conduct
- Compliance Requirements and Procedures
- Dress Code
- English Only Policy
- Attitude/Behavior
- Integrity
- Call Handling
- Drives teamwork and team performance
- Creates, implements, and supports call center initiatives
- Orients newly assigned members and establishes team mentor/buddies
- Performs other assigned/related duties within the center as directed
Education & Experience
- Must have completed Rising Star and 7 Habits
- Must be a graduate of the TL Development Program
- Bachelor's/College degree from a college or university; or one to two years related experience and/or training; or equivalent combination of education and experience
- Must be a regular employee
- Must have at least 6 months' tenure in current position
- No pending or existing DA case
Competencies
- Administration
- Customer Focus (Core)
- Decision Making
- Flexibility
- Performance Management
- Quality Orientation (Core)
- Results Achievement (Core)
- Leadership
- Teamwork (Core)
- Verbal and Written Communication
- Organizational Understanding
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Req Id: R25_00943_0
Posted At: Mon Feb 03 2025 00:00:00 GMT+0000 (Coordinated Universal Time)