VXI Careers

Team Leader

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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.

Essential Duties & Responsibilities:
  • 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
  • Drives teamwork and team performance
  • Creates, implements, and supports call center initiatives
  • Orients newly assigned members and establish team mentor/buddies
  • Performs other assigned/related duties within the center as directed

Requirements:
  • Must have at least 1 year Team Leader experience
  • Must be amenable to work on site
  • Must be amenable to work in a fixed GY shift schedule


If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Original Title: Team Leader
Req Id: R25_02735
Posted At: Mon Jun 09 2025 00:00:00 GMT+0000 (Coordinated Universal Time)

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