VXI Global Solutions · 1 day ago
Technical Support Team Lead
Morrow, GA
Full-time
Onsite
Mid, Senior Level
3+ years expVXI Global Solutions is a leading provider of business process and information technology outsourcing, offering comprehensive services to its clients. The Technical Support Operations Manager will be responsible for the culture, engagement, performance, and overall success of the technical support campaign, ensuring that direct reports are effectively managed and developed to meet client expectations.
ConsultingSoftwareInformation Technology
Responsibilities
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
Qualification
Required
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
High School Diploma Required
3+ years in a Contact Center Operations Management role managing technical support campaigns with a demonstrated ability to lead people and gain results
Preferred
Bachelor's degree preferred
Company
VXI Global Solutions
VXI Global Solutions is a provider of business process and information technology outsourcing services.
10001+ employees
H1B Sponsorship
VXI Global Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2023 (2)
2022 (1)
2021 (3)
2020 (3)
Funding
Current Stage
Late StageTotal Funding
unknown2022-05-25Acquired
Leadership Team
David Zhou
Co-CEO
Frank Yao
President and Chief Commercial Officer
Recent News
2025-09-12
Company data provided by crunchbase