Team Leader (Temporary) RCC Service

June 10, 2026

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

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