‍‍‍Team Lead -Tier 1 Tech Support 

Overview 

Responsible for the day-to-day operations of a team of Customer Service Associates. This position has a direct and immediate impact on the overall efficiency and profitability of the company. 

Your Day to Day:   

• Exhibit the VXI 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 Key Performance Indicators and Guidelines in addition to VXI Policies and Procedures. 

• 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. 

• Associates degree preferred. 
• Tier 1 Technical  Experience Preferred.
• Have one year previous related leadership experience in a fast paced environment, preferably in a leadership role
• Have Bronze level LEAD and Performance Culture Certifications preferred

·         Strong phone presence with exemplary customer service and/or sales skills. 

·         Able to coach and motivate in accordance with the VXI 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 the skills in proactive critical thinking and problem-solving. 

·         Work in a climate controlled professional office environment with a cubicle style desk workstation. 

·         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 use hands to type and eyes to see and read the designated spoken language on a computer monitor for recording sales information, caller information, and other specific information as require by VXI and/or the client, with or without accommodation. 

·         Ability to follow directions and logical process flows, with or without accommodation. 

·         Ability to walk or stand for 2-4 hours at a time up to 7-8 hours in a day, with or without accommodation. 

• ​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.