Job DescriptionThe position is responsible for managing a group of 11 up to 20 Account Associates, reviewing and analyzing performance data, pinpointing root causes for performance variance, trending and creating improvement plans to correct and improve performance gapsResponsibilities:Tracks and documents employee time (punctuality, attendance, ACD minutes, and up-training)Reviews agent performance results daily to ensure all goals are met or exceededAnalyzes and trends agent KPI/Sales performanceIdentifies performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedbackMonitors and assesses employee calls to drive performance improvement plansEnsures agent calls are aligned with Quality Assurance objectives and targets, and CSAT expectationsBe 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 performanceTeaches 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 goalsPlans and conducts team meetings to share information, calibrate knowledge and performance, and motivate agents to learn and excelAttends assigned Leadership CalibrationsAssists and tracks agent password resetsAssists, 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 instructedConducts annual reviews/PACS/E-valuationPresents his/her team’s performance in a business review format either weekly or monthlyQualificationsCandidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's/College Degree, Post Graduate Diploma / Master's Degree, any field.Required language(s): EnglishAt least a year of supervisory experience in the BPO industryPreferably Supervisor / 5 Yrs & Up Experienced Employees specializing in Customer Service or equivalent.
Welcome to VXIAt VXI, we pride ourselves in helping our client partners develop technologies and customer care services that enable them to manage their business and customer relations more efficiently.We leverage our deep understanding of our clients’ challenges and opportunities, and we respond by designing custom solutions empowering our clients to respond with agility to swiftly changing market trends and ever-increasing customer demands.Headquartered in Los Angeles and with over 28,000 employees worldwide, our integrated service centers support all customer engagements in multiple languages in the United States, Philippines, Jamaica, Guatemala, and China.Our innovative solutions and professional teams enable our clients to focus on their most critical business goals, grow market share, increase geographical diversification, and lower costs while maintaining the highest of quality standards.We are confident in our abilities to make a significant contribution to your business growth. Contact us today to find out how we can be partners to achieve your success.The VXI StoryVXI Global Solutions, formerly Multi-Cultural Marketing, was initially created as an integrated customer contact center in 1998. We rapidly grew our vertical market expertise and language capabilities, specializing in call center and BPO services, multilingual support, software development, quality assurance testing, and infrastructure outsourcing. It didn’t take long for us to join the ranks of the top 50 telemarketing companies in the United States.In 2001, we rebranded to VXI Global Solutions, Inc. to better reflect the breadth and sophistication of services and solutions that we provide to our clients.Continuing on our growth path, VXI expanded operations into China in 2005 by acquiring the necessary licenses to operate throughout the country. Our experience in the Chinese market has allowed us to assist multinational companies looking to expand their reach into one of the world’s largest global economies shaping the next phase of their growth.In 2013, Bain Capital made a minority investment to help the company add experienced personnel, expand our geographic footprint, and to invest in best-in-class technologies and processes. VXI acquired global ITO and R&D technology development company Symbio in December 2014. The move signified an expansion in our programming and technology development strategy.With over 28,000 people across 42 locations worldwide, VXI Global Solutions is one of the fastest growing, privately held business services organizations in the United States. Today, our client partners rely on our complete range of customer management contact center and technology solutions to retain and grow their customer base while maintaining the highest level of quality and operational excellence.Our Mission:Together with our partners we design, build, implement and support innovative customer engagement platforms by seamlessly integrating customer insights utilizing our robust technology and world class business services.Our Values:Excellence: From how we develop our talent to how we push ourselves to provide the best, most innovative products and reliable support, we constantly set the industry standard.Agility: We’re receptive and responsive to ever changing markets, technologies and customer desires, and possess the flexibility to scale from start-up to enterprise-sized challenges.Teamwork: We value close collaboration among our diverse set of talents and perspectives, and encourage respectful debate in pursuit of a common goal.Integrity: In each interaction whether it be with clients or with our peers-we are honest, accountable and manage expectations to foster a positive and productive work environment.Inventiveness: We believe in the power of curiosity and proactive exploration to find the greatest potential of an idea or support solution-we never stop asking if things can be better.In 2003, VXI expands in the Philippines with a 50-seat OB sales operation, scaling to 600 seats in less than a year. Now, VXI Philippines has 13,000 employees and growing.METRO MANILANORTH EDSA: G/F Panorama TechnoCenter, 1029 EDSA, Quezon City.MAKATI: G/F Makati Cyber Two, EDSA Buendia, Makati CityMOA: G/F, Five Ecom Center, Pacific Drive, MOA Complex, Pasay CityDAVAOROBINSONS LANANG: 2/F Robinsons Cybergate Lanang, Davao CitySM ECOLAND: 2/F Annex SM city Davao, Ecoland, Davao CityFELCRIS CENTRALE: G/F Felcris Centrale Mall, Quimpo Boulevard, Talomo, Davao CityCLARKSM City Clark: Ground, SM Techno Hub 6, Malabanias, Angeles City, Pampanga
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