Team Leader (Temporary) RCC Service

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<p style="text-align:left">It's fun to work in a company where people truly BELIEVE in what they are doing!</p><p style="text-align:inherit"></p><p style="text-align:left"><i>We're committed to bringing passion and customer focus to the business.</i></p><p style="text-align:inherit"></p><p>A VXI Contact Center Team Lead is responsible for the day-to-day operations of a team of Associates. This position has a direct and immediate impact on the overall efficiency and profitability of the company.</p><p></p><p>Your Day to Day:</p><ul><li><p><span>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.</span></p></li><li><p><span>Meeting or exceeding KPI's.</span></p></li><li><p><span>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.</span></p></li><li><p><span>Responsible for the day-to-day application of organizational policies and procedures. Recognizes and recommends operational improvements to increase agent performance.</span></p></li><li><p><span>Avoid legal challenges by maintaining compliance with client service agreements and legal requirements.</span></p></li><li><p><span>Monitors performance of staff members according to established standards.</span></p></li><li><p><span>May participate in hiring decisions and conduct performance appraisals.</span></p></li><li><p><span>Other tasks and duties as assigned by the leadership team.</span></p></li></ul><p></p><p>Knowledge, Skills, and Abilities</p><ul><li><p><span>Able to coach and motivate in accordance with the company's Performance Culture.</span></p></li><li><p><span>Detail-oriented.</span></p></li><li><p><span>Familiar with contact center tools, systems, and methodologies.</span></p></li><li><p><span>Strong MS Office skills including Word, Excel, and PowerPoint.</span></p></li><li><p><span>Adaptable to swift program changes, developing skills in proactive critical thinking and problem-solving.</span></p></li></ul><ul><li><p><span>Flexible with schedule to accommodate working in a 24x7 environment and international time zones.</span></p></li></ul><ul><li><p><span>Meet or exceed KPI’s</span></p></li></ul><ul><li><p><span>Strong phone presence with exemplary customer service skills</span></p></li><li><p><span>Good standing attendance</span></p></li><li><p><span>Adaptable to changes with the needs of the seasonal needs</span></p></li><li><p><span>Flexible with scheduling (Morning, nights, and weekends) to accommodate client Hours of Operations</span></p></li><li><p><span>Minimum of 2 years previous related experience in fast paced leadership role</span></p></li><li><p><span>Critical thinking and problem-solving skills</span></p></li><li><p><span>Ability to identify RCA, coach and motivate team</span></p></li><li><p><span>Experience in planning, multi-tasking, and managing time effectively</span></p></li></ul><ul><li><p><span>Ability to be seated for 2 - 4 hours at any one time, with or without accommodation.</span></p></li><li><p><span>Ability to speak clearly and annunciate the designated spoken language(s) on a phone call and to others within the Supervisor and Manager levels.</span></p></li><li><p><span>Ability to hear, with or without accommodation, and listen for understanding with others in the designated spoken language(s), with or without accommodation.</span></p></li><li><p><span>Ability to follow directions and logical process flows, with or without accommodation.</span></p></li></ul><p></p><p>To be successful, you must have:</p><ul><li><p><span>No active PIP within the last 6 months</span></p></li><li><p><span>Good Attendance Record, 85% or higher for the last 90 days</span></p></li><li><p><span>QA Scores, 85% or higher average for the last 90 days</span></p></li><li><p><span>LOB KPIs at or above goal for the last 90 days</span></p></li><li><p><span>For lateral transfers, 6 months in current role/LOB</span></p></li><li><p><span>For promotions, no minimum tenure required</span></p></li><li><p><span>Must be an active employee on RCC Service LOB</span></p></li></ul><p></p><p></p><p>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.</p><p></p><p style="text-align:inherit"></p><p style="text-align:left">If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!</p><p style="text-align:inherit"></p>

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