Job Description

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 Supervisor, Operations at VXI Global Solutions, LLC. is responsible for leading and managing a team of customer service representatives to achieve operational excellence and meet key performance indicators. This role focuses on driving team performance, fostering a positive work environment, and ensuring exceptional customer experiences.

Job Responsibilities**

• Supervise and motivate a team of customer service representatives to consistently meet and exceed performance targets in areas such as quality, productivity, and customer satisfaction.
• Conduct regular coaching sessions, performance reviews, and provide constructive feedback to team members to facilitate their professional growth and development.
• Monitor daily team performance, analyze metrics, and identify trends to proactively address areas for improvement and implement corrective actions.
• Ensure adherence to company policies, procedures, and client-specific guidelines, maintaining a high standard of compliance and operational integrity.
• Handle escalated customer inquiries and complex issues, providing effective resolutions and maintaining customer loyalty.
• Collaborate with other departments, including Quality Assurance, Training, and Workforce Management, to optimize operational processes and improve overall efficiency.
• Participate in the recruitment, onboarding, and training of new team members, ensuring they are well-equipped to succeed in their roles.
• Prepare and present performance reports to management, highlighting achievements, challenges, and proposed solutions.
• Foster a positive and supportive team environment, promoting teamwork, open communication, and employee engagement.
• Identify opportunities for process improvement and contribute to the development and implementation of best practices.

Job Qualifications**

• Bachelor's degree in Business Administration, Management, or a related field, or equivalent practical experience.
• 2+ years of experience in a supervisory or team lead role within a call center or customer service environment.
• Proven track record of successfully leading and motivating teams to achieve performance goals.
• Strong understanding of customer service principles and best practices.
• Excellent communication (verbal and written), interpersonal, and coaching skills.
• Ability to analyze data, identify trends, and make data-driven decisions.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
• Strong problem-solving and conflict resolution skills.
• Demonstrated ability to maintain confidentiality and handle sensitive information.

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