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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
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!