VXI Global Solutions

Role Description The Workforce Management (WFM) Capacity Planner is responsible for forecasting workload demand and translating it into strategic and operational staffing requirements to ensure service level objectives are met in a cost‑effective manner. This role supports both short‑term execution and long‑term workforce strategy by partnering closely with Scheduling, Real‑Time, Operations, Finance, Recruitment, and Training teams. The Capacity Planner plays a critical role in balancing customer experience, operational performance, and workforce efficiency through data‑driven planning and scenario analysis. Key Responsibilities - Forecasting & Demand Planning - Develop, maintain, and continuously improve short‑term, mid‑term, and long‑term workload forecasts based on historical trends, seasonality, and business drivers. - Forecast contact volumes, Average Handle Time (AHT), shrinkage, and productivity across channels. - Analyze forecast performance and accuracy, identifying variance drivers and improvement opportunities. - Incorporate business initiatives, promotions, product launches, and operational changes into demand forecasts. - Capacity & Staffing Planning - Translate forecasts into interval‑based staffing and capacity requirements. - Develop headcount plans accounting for shrinkage, attrition, absenteeism, and ramp assumptions. - Identify capacity gaps and surpluses and recommend mitigation strategies. - Support hiring plans, ramp‑up/down strategies, and resource mix optimization. - Partner with Scheduling to ensure staffing plans are executable and sustainable. - Scenario Modeling & Risk Management - Conduct “what‑if” and sensitivity analyses to assess risks related to volume, AHT, shrinkage, or staffing changes. - Model peak events, holidays, and worst‑case demand scenarios. - Develop contingency plans for unplanned attrition, demand spikes, or operational disruptions. - Provide proactive recommendations to protect service levels and business outcomes. - Stakeholder Collaboration - Work closely with Operations to align capacity plans with performance targets and delivery expectations. - Partner with Finance to align staffing plans with budget and cost assumptions. - Collaborate with Recruitment and Training on hiring volumes, class sizes, and onboarding timelines. - Support Real‑Time and Scheduling teams with planning insights and risk flags. - Performance Analysis & Reporting - Track actual performance against forecasted demand and capacity plans. - Perform root cause analysis for forecast, staffing, or service level variances. - Produce regular and ad‑hoc capacity plans, dashboards, and leadership summaries. - Maintain accurate documentation of planning assumptions, methodologies, and decisions. - Tools, Data & Governance - Maintain planning data within WFM platforms (e.g., IEX/Genesys, Verint, NICE, Aspect, Kronos). - Validate data accuracy and ensure integrity across forecasting and planning systems. - Support audits, governance reviews, and client reporting requirements. - Contribute to WFM process standardization and best‑practice adoption. Qualifications - Bachelor’s degree or equivalent work experience preferred. - 2–5 years of experience in Workforce Management, Capacity Planning, Forecasting, or Analytics. - Strong analytical, quantitative, and problem‑solving skills. - Proficiency in WFM tools and forecasting methodologies. - Advanced Excel skills (formulas, pivot tables, lookups, modeling). - Strong understanding of contact center KPIs (Service Level, AHT, Shrinkage, Occupancy, Productivity). - Excellent communication and stakeholder management skills. - Ability to manage multiple priorities in a fast‑paced environment. - High attention to detail and data accuracy. Preferred Qualifications - Experience supporting multi‑skill or omni‑channel environments (voice, chat, email, social media). - Experience in BPO or large contact center environments. - Knowledge of financial modeling, cost optimization, or budget planning. - Exposure to automation, forecasting enhancements, or advanced analytics. Key Competencies - Strategic and analytical thinking. - Data‑driven decision making. - Planning and forecasting expertise. - Cross‑functional collaboration. - Business and customer focus. - Continuous improvement mindset. Key Performance Indicators (KPIs) - Forecast accuracy (volume, AHT, staffing). - Capacity vs. demand alignment. - Service level performance vs. plan. - Variance reduction and risk mitigation effectiveness. - Timeliness and quality of capacity plans. - Stakeholder satisfaction. Internal Eligibility Criteria - No active PIP within the last 6 months. - Good Attendance Record, 85% or higher for the last 90 days. - QA Scores, 85% or higher average for the last 90 days. - LOB KPIs at or above goal for the last 90 days. - For lateral transfers, 6 months in current role/LOB. - For promotions, no minimum tenure required. - 1 year of previous leadership within a call center environment preferred. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Role Description The Training Facilitator (Trainer) will be responsible for facilitating and delivering training programs for all aspects of products and services. Your Day to Day: - Under general supervision, provides training for new employees. - Under general supervision, delivers product launch, up-skill and refresher training to existing employees. - Prepares lesson plans relevant to training materials. - Under general supervision, coaches to performance, attendance and behavioral challenges in the classroom in coordination with Human Resources, Lead Facilitator and Manager as required. - Recommends changes to existing training programs by providing feedback to the Client/Training Manager. - Maintains records of training attendance, progress reports and monitors training results. - Provide clear and concise communication to various levels of the organization regarding training delivery progress and results. - Completes on the phone time with customers while not in active classes/up trainings. Qualifications - Proven instructional design abilities strongly preferred. - Proven ability to professionally interact with internal and external clients. - Classroom management/virtual environment experience. - Adult learning styles comprehension and execution in a classroom. - Creative thinking skills and solutions-oriented. - Articulate detailed information in an easy-to-understand manner. - Ability to motivate students to learn and perform to Operations standards and client requirements. - Ability to thrive in a rapidly changing environment quickly adapting to changing business needs and processes. - Flexible with schedule to accommodate working in a 24x7 environment and international time zones. - Ability to travel for client training needs and certification, up to 3 weeks. - Open Availability to accommodate hours of operation. Requirements - Facilitate training for new and current employees. - Demonstrate classroom management and class control while multi-tasking. - Maintain the highest levels of performance, quality and service, based on defined metrics, which include but are not limited to sales conversion, QA scores, attendance, attrition, first call resolution, training assessments and surveys, payroll processing, etc. - Evaluates trainees’ performance by use of assessments and review of nesting performance based on client KPI’s. - Co-ownership with Operations, of trainee performance 30-60-90 days after classroom instruction. - Facilitate using various online platforms, such as video conferencing tools, learning management systems (LMS) and virtual classrooms. - Drive class engagement and employ interactive training techniques to ensure active participation and knowledge retention. - Excellent verbal and written communication skills with the ability to deliver engaging virtual learning, explain complex concepts clearly and adapt communication styles to diverse learners. - Implement and use of assessments quizzes and surveys to measure effectiveness of virtual training programs. - Ability to work independently, integrate with an existing team while maintaining flexibility in a time-critical environment. - Remains up to date on new philosophies, technologies, methods and techniques in the learning and development field. - Ability to follow classroom and nesting standard processes based on internal and client needs. - Willing and able to adjust schedule to meet client needs and requirements. - Willing and immediately able to travel up to 25% of the time for up to 6 weeks at a time. - Utilize proven sales and service techniques to build customer relationships, enhance the customer’s buying experience, retain customers, and exceed customer care commitments. - Interact proficiently with a variety of online systems to problem solve, identify sales and retention opportunities, and present an all-inclusive solution that meets the customer’s needs. - Opportunity to consistently meet or exceed sales quotas and service objectives in a fast-paced call center environment. - While not in facilitation or learning assignment, will be required to handle phone calls while meeting KPI requirements. Benefits - Pay Rate: 3120

Role Description A VXI Contact Center Team Lead is responsible for the day-to-day operations of a team of Technical Support Associates. This position has a direct and immediate impact on the overall efficiency and profitability of the company. - 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. - Meeting or exceeding KPI's. - 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. - Responsible for the day-to-day application of organizational policies and procedures. - Recognizes and recommends operational improvements to increase agent performance. - Avoid legal challenges by maintaining compliance with client service agreements and legal requirements. - Monitors performance of staff members according to established standards. - May participate in hiring decisions and conduct performance appraisals. - Other tasks and duties as assigned by the leadership team. Qualifications - Able to coach and motivate in accordance with the company's Performance Culture. - Detail-oriented. - Familiar with contact center tools, systems, and methodologies. - Strong MS Office skills including Word, Excel, and PowerPoint. - Adaptable to swift program changes, developing skills in proactive critical thinking and problem-solving. - Flexible with schedule to accommodate working in a 24x7 environment and international time zones. - Meet or exceed KPI’s. - Strong phone presence with exemplary customer service skills. - Good standing attendance. - Adaptable to changes with the needs of the seasonal needs. - Flexible with scheduling (Morning, nights, and weekends) to accommodate client Hours of Operations. - Minimum of 2 years previous related experience in fast paced leadership role. - Critical thinking and problem-solving skills. - Ability to identify RCA, coach and motivate team. - Experience in planning, multi-tasking, and managing time effectively. - Ability to be seated for 2 - 4 hours at any one time, with or without accommodation. - Ability to speak clearly and annunciate the designated spoken language(s) on a phone call and to others within the Supervisor and Manager levels. - Ability to hear, with or without accommodation, and listen for understanding with others in the designated spoken language(s), with or without accommodation. - Ability to follow directions and logical process flows, with or without accommodation. Requirements - 1 year of previous leadership within a call center environment preferred (Healthcare a plus). Benefits - If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Role Description We’re looking for a compassionate and detail-oriented Patient Care Coordinator I to support a leading Patient Assistance Program. In this remote role, you’ll connect with patients and healthcare providers, guiding them through the application process, addressing inquiries, and ensuring seamless support. With our cutting-edge tools, you’ll play a vital role in delivering the highest level of service while fostering trust and collaboration. What You’ll Do - Primary Point of Contact: Act as the main liaison for patients and healthcare providers, providing clear guidance with applications, status updates, and inquiries. - Service Excellence: Resolve inquiries quickly and professionally while ensuring compliance with program guidelines. - Documentation: Accurately document all interactions, escalating issues like adverse drug events, complaints, or shipping errors as necessary. - Compliance & Reporting: Proactively identify and report potential adverse events to maintain FDA compliance. - Performance Goals: Consistently meet or exceed performance targets, ensuring high levels of quality and accuracy. - Training & Development: Complete required training to stay up-to-date with program knowledge and continually develop your professional skills. Qualifications - High School Diploma or GED (Associate/Bachelor’s degree preferred). - Previous experience in a call center, healthcare setting, insurance provider, or pharmacy is a plus. - Familiarity with healthcare programs, billing, benefits investigation, prior authorizations, Medicare/Medicaid, and private payers. - Proficiency with Microsoft Office Suite (Excel, Word, Outlook, SharePoint) and CRM systems. - Strong communication skills (both verbal and written), multitasking, organizational skills, problem-solving abilities, and attention to detail. Requirements - Ability to empathize with patients, particularly when dealing with sensitive health-related matters. - Exceptional communication skills to articulate information clearly and professionally. - Strong critical thinking to resolve issues such as delivery delays or misfired medical devices. - Consistent attendance and professionalism are essential in ensuring patients receive timely assistance. - Comfortable navigating technology, learning new systems quickly, and adapting to changes in a fast-paced environment. - A genuine passion for providing excellent customer service and helping patients with their healthcare needs. Success Factors for Working from Home - Private Workspace: A quiet, dedicated workspace with no distractions. - Ergonomics: A comfortable desk setup with all necessary equipment. - Internet: A reliable internet connection with a minimum of 10 Mbps download and 5 Mbps upload speed. - Self-Motivation & Independence: The ability to stay productive, organized, and on-task while working remotely. - Communication: Strong verbal and written communication skills, especially in virtual settings. - Adaptability: The ability to quickly adjust to new processes, tools, and technologies. Benefits - Compensation: $15.00/hour with a full-time, 40-hour workweek. - 100% paid training to set you up for success. - Optional medical, dental, vision, and life insurance (available after the first full calendar month). - Generous referral program: Earn $20 per paycheck for every person you refer—and your referral earns it too! No limits on payouts. - Discounted T-Mobile family cell phone plan: $25/month per line (up to 5 lines). - Work-from-home convenience: Save time, money, and reduce your environmental footprint. - Growth Opportunities: At VXI, career advancement and professional development are at the heart of our culture. Why VXI Global Solutions? Joining VXI means becoming part of a team that values empathy, collaboration, and innovation. You’ll have the chance to make a real difference in patients' lives—all while enjoying the benefits of a supportive, growth-oriented remote work environment.

Role Description The Operations Manager will be directly responsible for the culture, engagement, performance, and overall success of the campaign by ensuring direct reports are properly managed and developed to effectively support the campaign. This position requires a strategic leader who knows how and when to be tactical. A creative game-changer who is not afraid to roll up his/her sleeves to get the job done! Your Day to Day: - Adhere to company policies on ethics and integrity. - Work with Client Services Team and Operations Director to ensure that all client and VXI objectives are met. - Develop and maintain department understanding of client expectations and customer needs in order to set organizational direction and create opportunities to achieve objectives. - Develop, grow, and maintain a positive employee experience, increase employee capabilities, and job satisfaction while ensuring that we uphold our standards and surpass the expectations of our clients. - Develop “The Plan” and lead the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in the activities necessary to achieve company goals. - Guide the team to achieve performance metrics, troubleshoot problem areas, and recommend corrective/preventative action plans. - Lead and direct audits in order to improve business processes and activities. - Conduct reviews with Clients and Management Team to evaluate lessons learned and ensure best practices are integrated into process improvement efforts. - Partner with Human Resources to co-manage all staff issues, including staffing and selection, goal setting, annual reviews, compensation planning, and career development. - Partner with Workforce Management to ensure staffing and production remain at appropriate levels. - Maintain constant and open communication with all stakeholders. - Ensure that VXI is represented well to internal clients (our employees), external clients (and their customers), and the community at large. Qualifications - Must be able to do root cause analysis. - Must know how to manage line adherence. - Have the ability to see the big picture and how it relates to the success of VXI. - Be a natural leader who can energize multiple teams in an environment of change and growth. - Be honest and inspire the team to operate with integrity. - Have experience successfully managing contact center(s)/campaigns in excess of 200 employees. - Have experience using Microsoft Project, Outlook, and Office (Word, Excel, and PowerPoint). - Be flexible and adaptable to changing business needs. - Possess excellent verbal, written, and presentation skills. - Have the ability to deliver persuasive, confident and articulate communication across all levels internally and externally. - Possess excellent judgment/problem solving skills. - Have excellent interpersonal, organizational, mediation, and negotiation skills. - Be recognized as a natural influencer with an ability to find creative solutions to deliver business plan targets. - Have an advanced understanding and competency in Contact Center Workforce Management discipline. - Have an advanced understanding of IT/Telephony systems within a contact center. - Have experience in effectively delivering change within a sales and customer-focused organization. - A self-starter able to facilitate strategic discussion to move business forward. - P&L management within a Contact Center environment. Requirements - High School Diploma Required. - Bachelor’s degree preferred. - 3+ years in a Contact Center Operations Management role with a demonstrated ability to lead people and gain results preferred. - 3+ years as in Operations Manager/Leadership role required. Things to know - Flexible with schedule to accommodate working in a 24x7 environment and international time zones. - Must be able to pass a background check and drug screen.

Role Description The Home Entertainment & Appliance Voice Sales Specialist is a sales‑first role within LG’s ePromoter Program, focused on driving revenue through high‑intent inbound voice calls. This position requires confidently leading consultative sales conversations, uncovering customer needs, guiding product decisions, and closing purchases within a single interaction while delivering a premium customer experience. Qualifications - High School Diploma or GED required. - 1–2+ years of sales experience in a voice or high-touch environment (retail, call center, or similar). - Proven ability to meet or exceed sales targets (conversion, revenue, AOV). - Strong verbal communication and confidence leading conversations. - Experience handling objections and closing sales in real time. - Ability to multitask while navigating systems during live calls. - Preferred: Experience selling appliances, TVs, or consumer electronics. - Preferred: Familiarity with promotions, bundling strategies, or upselling frameworks. - Preferred: Experience in performance-driven environments with KPIs. Requirements - Lead High-Intent Sales Conversations: - Handle inbound voice calls from customers actively considering a purchase. - Take control of the conversation using structured discovery (needs, budget, timeline, use case). - Guide customers from consideration to decision to purchase within a single interaction. - Drive Conversion and Revenue: - Use consultative selling techniques to increase conversion rate (CVR), average order value (AOV), and revenue per call. - Confidently ask for the sale and move customers toward checkout or order placement. - Recognize and act on buying signals to prevent drop-off. - Maximize Value Through Bundling and Promotions: - Leverage SMSM (Spend More Save More) and other promotional offers to increase basket size. - Recommend bundles (e.g., appliance packages, TV with soundbar) based on customer needs. - Position promotions clearly and accurately to create urgency and confidence. - Handle Objections and Reduce Purchase Friction: - Address common barriers, including price comparisons or competitor pressure, delivery timing and logistics, installation, haul-away, and warranty concerns. - Turn hesitation into action by providing clear and confident next steps. - Own the End-to-End Sales Experience: - Guide customers through product selection, promotion application, order placement, and checkout steps. - Ensure all details (pricing, delivery, services) are clearly understood before closing. - Deliver a Premium Customer Experience: - Build trust through confident and knowledgeable communication. - Balance speed with personalization, avoiding over-talking or over-specifying. - Adapt tone and approach based on customer intent and behavior. - Leverage Tools and Insights: - Utilize CRM systems and internal tools (e.g., real-time guidance like Wingman). - Track interactions, follow-ups, and outcomes. - Continuously apply coaching feedback and performance insights. - Success Factors for Working from Home: - Private Workspace: A dedicated, quiet workspace with a door that closes, free from ambient noise (e.g., children, pets, and others). - Ergonomics: A comfortable desk and chair setup that allows for the proper installation of necessary equipment. - Reliable Internet Connection: Stable, high-speed internet with a minimum bandwidth of 10 Mbps downstream and 5 Mbps upstream. - Quiet, Distraction-Free Workspace: A dedicated, quiet area where you can focus on delivering excellent customer service without interruptions. - Tech-Savvy: Comfort with technology and ability to learn new systems quickly. - Self-motivation & Independence: Ability to stay productive and manage your time effectively in a remote environment. - Communication Skills: Strong verbal and written communication skills, especially in a virtual setting. - Adaptability: Ability to adapt to changing technologies and procedures while working remotely. Benefits - Hourly Pay: $17.00 per hour. - Company-Provided Equipment: All necessary equipment will be provided. - Comprehensive Benefits: Full health insurance package including medical, dental, and vision coverage. - Cell Phone Benefits: $25/month per line for unlimited phone, text, and data (restrictions may apply). - Generous Referral Program: Earn $20 per paycheck for every person you refer—and your referral earns it too! No limits on payouts. - Comprehensive Training: Paid training to ensure you are fully prepared for success. - Career Growth: Opportunities for career advancement and professional development within a leading healthcare provider. - Work-from-Home Convenience: Save time, money, and reduce your environmental footprint. - Inclusive Culture: We are an Equal Opportunity Employer, including individuals with disabilities and veterans.

Role Description We are looking to hire a talented Spanish Bilingual Customer Service Representative to join our passionate team at VXI Global Solutions. As a Spanish Bilingual Customer Service Representative, you will: - Take inbound calls from existing customers, addressing inquiries about the program and troubleshooting issues with their online portal. - Provide exceptional customer service through inbound phone calls daily, focusing on first-call resolution. - Serve as the primary contact for customers via inbound phone support in Spanish and English. - Troubleshoot customer problems, identify the root cause of the problem, and use tools and resources appropriately to determine a resolution. - Meet standards of the job, such as quality standards, adherence to schedule, and average handle time. - May provide guidance and mentoring to less experienced associates. - Perform other related duties as assigned. Qualifications - High school diploma or GED required. - Minimum 6 months of customer service experience. - Ability to navigate multiple screens and multitask efficiently. - Excellent communication skills. - Willingness to learn and receive feedback. - Proficiency with computers, including Microsoft Office Suite. - Ability to adapt to new technologies quickly. - Typing speed of 25 WPM with 95%+ accuracy. - Comfortable appearing on live video calls in a distraction-free workspace. - Ability to work independently and collaboratively in a team environment. Benefits - $16.90/hour plus $1.00 language premium. - Full-time, 40-hour workweek schedule. - 100% paid training with ongoing refreshers. - Optional medical, dental, vision, and life insurance benefits (effective after one full calendar month). - Referral program: Earn $20 per paycheck for every referral hired, with no cap! - Discounted cell phone plan via T-Mobile: $25/month for unlimited talk, text, and data. Up to 5 lines available. - Opportunities for professional growth and advancement. - The convenience and benefits of 100% remote work—save time, money, and reduce environmental impact. Requirements - Internet access via cable or fiber provider. - Minimum upload speed: 5 Mbps. - Minimum download speed: 10 Mbps. - Ethernet connection to internet source required. - Dedicated, secure office space with no visible monitors to outsiders. - Quiet environment where customer conversations cannot be overheard.

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. Job Summary: The Analytics Manager (IC) will be responsible for building and designing reporting dashboards, performing advanced analysis, managing projects, conducting root cause analysis, evaluating calls, scrubbing data, managing stakeholders, mining insights and storytelling, improving processes, and mentoring analytics specialists. Responsibilities: - Reviews operational metric results and customer satisfaction results on daily/weekly/monthly basis to identify trends in performance - Utilizes tools such as Excel, Power BI, Tableau or other tools to analyze qualitative and quantitative data - Interprets the data to tell a story that answers business questions; looks for the so-what behind the numbers - Design and build business intelligence dashboards - Effectively communicate analysis in a way that business stakeholders understand - Proactively identifies performance gaps and analytic focus and manages deliverable schedules; meets delivery timelines - Coordinates data collection, cleansing, and merging of data from separate streams - Builds relationships with key stakeholders in Operations, quality, training, in order to understand processes and identify gaps that may be contributing to lower key metric results - Facilitates and conducts root cause exercises, such as, but not limited to: slicing of data, transcript reviews, verbatim analysis, round tables, and process documentation - Aids in developing, execution, and measuring operational changes that are expected to improve results - Presents key insights, solution recommendations, business cases and action plans to internal/external stakeholders - Consistently provides updates and progress of action plans and activities - Mentorship of analytics specialists Qualifications: - Bachelor’s degree in related field from a four-year college or university with two-three years related experience - Strong problem-solving skills - Project Management skills - Works well with minimal supervision yet uses appropriate resources - Good written and oral communication skills - Ability to communicate with all levels of management - Ability to travel periodically - Experience with contact centers and customer satisfaction - Experience with statistical concepts and applications; knowledge of predictive modeling a plus - PowerBI, Minitab, Python experience a plus Preferred Qualifications: - Six Sigma certification - 2-3 years of experience in project management - Knowledge in Speech Analytics, AI and Machine Learning Working Conditions: - Remote work setup with office work as needed - US standard business operating hours If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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

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