Team Lead

Team Leader

About VXI

VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, Africa, and the Caribbean. We deliver omnichannel and multilingual support, software development, quality assurance, CX advisory, and automation & process excellence to the world’s most-respected brands.

VXI is one of the fastest growing, privately-held business services organizations in the United States and the Philippines, and one of the few US-based customer-care organizations in China.

VXI is also backed by private equity investor Bain Capital. Our initial partnership ran from 2012 to 2016 and was the beginning of prosperous times for the company. During this period, not only did VXI expand our footprint in the US and Philippines, but we also gained ground in the Chinese and Central American markets. Additionally, we acquired Symbio, expanding our global services offering and enhancing our competitive position.

In 2022, Bain Capital re-invested in the organization after completing a buy-out from Carlyle. 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

Essential Functions / Core 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
• 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 the company’s Code of Ethics and Business Conduct and Corrective Action Policies
• 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

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