Its fun to work in a company where people truly BELIEVE in what they are doing! Were committed to bringing passion and customer focus to the business. The position is responsible for managing day to day operations and execution of programs. Supervises multiple Sr. / Team Leads (4 -8 direct reports). Responsible for operations performance, client satisfaction and program metrics. Based on program size, may oversee a single LOB or multiple programs. Analysis - Manages call center operations by means of reviewing and analyzing reports, records, and data to ensure that all quality, efficiency, and productivity standards/targets are met. Description of the metrics may change as per client directives and are available on Operations Performance Expectations. Reporting - Analysis of reports rooting from several sources (whether client-based or internally generated reports) is essential in the day-to-day functions of a CRM. A CRM is expected to be highly keen on the details provided hold Operations and/or other departments accountable to take actions on areas needing improvement. A CRM is expected to deliver such reports to external clients and/or internal business leaders. Goal-Setting - Sets operational goals and business objectives. When needed, translates these goals into actionable items from Group/Shift Managers down to Team Manager (line supervisor) level. This includes setting or recommending topics for pre- and/or post-shift meetings / huddles with respective groups discussing goals, trends, action plans, among other announcements; including checks balances (i.e. check for understanding). Strategies - Assists the Operations Director in developing long term sales and quality strategies including ongoing needs, assessment, and feedback from Operations and Quality Monitoring processes. Processes - Monitors calls and provides feedback to Operations Manager/Director; Group Managers and Team Managers using program s approved processes (i.e. Tri-Level Coaching process, etc.) and forms (i.e. Call Observation / Looping Form) Discipline - Maintains a strict form of discipline at all times, in terms of processes and policies. At times, may implement corrective actions to address performance gaps and analyze trend data to coach group Managers and Team Managers to attain goals and objectives, through the Operations Manager. Specific follow-through activities are also required. This includes A-Bay Programs, Performance Improvement Plans, etc. Communication - Communicate program activities and plans to the Operations Manager and/or the entire operations team. Plans include: Leadership Specific Changes (i.e. partner changes, Sales Briefs or Leadership News Briefs, etc..); Business Strategy Changes (i.e. Closing Tactics, Gift Cards provided to customers, etc.); Internal-VXI Development (i.e. HR Policies / Memos), etc. The CRM must also have a clear understanding of the business as well and the events related to the company. Client-Dealing - Conducts interactions and regular communication with the client; in partnership with the Client Services and Operations Director. Interactions include (not limited to): client call calibration, performance rankings and reviews, daily summaries, among others. Meeting deadlines for client requirements is a must. Performance Management - Helps the Operations Director/Manager in conducting performance reviews as well, finds root cause and recommends action plans to solve performance gaps at any level. Performance Items include key metrics: Close Rate, Advance Product Take Rate, Package Penetration, AHT, Quality, among others. Performance reviews can take place in the form of formal scorecard reviews or one-on-one sessions, as needed. Workforce Management - Keeps a close watch on WFM in terms of line requirements, schedule adherence, meeting staffing lines, recruiting overtime as the business requires; etc. and executes necessary decisions. Expectations - Ensures that all parties/departments are executing the expectations set by the Business Leader / Director in terms of other Operational Performance Management functions specific to DTV. This includes: Outlier Management - i.e. Daily / Weekly / Monthly outliers, which agents / TMs are at the bottom tierHow manyWhat %Delivery of such results / items / reports to the Business Leader is necessary. Motivation - Formulate and propose strategies, and taps the necessary teams, to motivate teams and agents alike. This can include incentive programs, hours of operations changes, etc. Time Management - Creates or recommends schedules to the SME and BUSA Team for better operations coverage at all sites. This may also include operations teams change of schedules to maximize business opportunities; in partnership with the Workforce Management Team adhering to client line requirements; and includes development activities like Coaching/Monitoring, Performance Trend reviews, etc. Quality - Works with the Quality Manager and/or team internally in VXI and with the client side to make sure VXI Operations conform to all guidelines and quality standards set. Inter-Department Relations - Manages internal-to-VXI Support Department functions as well, who work in partnership with the Ops Team. These groups include: Quality, Workforce, Recruitment, Human Resources, Audit, Compliance, Process Improvement, Accounting, among others. The OM also takes ownership of action items from these Support Departments that require Operations Participation. Trending - Forecasts and evaluates sales trends to identify and address project needs. The CRM maintains a site workbook that gives him reports/data to base his sales counts and projections that will make the site achieve other goals and objectives. These reports include (not limited to): SQL Intraday Reports, Funnel Report, Media Arrival Pattern Report, Road to 30% Workbook, Outlier Workbook, etc. Ownership - CRMs take ownership on final hiring decisions for consultant, team manager, group/shift manager, and other Operational Support functions when necessary. This includes conducting Final Operations Validation interviews to Client Interview phase, and managing his direct reports to conduct In-Depth interviews as well. Accountability - Helps create and implement Coaching and/or Sales Workbooks, among other templates, to help the Operations Manager, Group/Shift Managers and Team Managers to perform their duties as needed. The ultimate goal is to have their sales consultants perform better, and be accountable for his respective group s performance / site results. Headcount - The CRM helps provide relevant data and/or reminders to the Operations Manager, by keeping a close watch of staffing, headcount, and attrition numbers, overall meeting the requirements set forth by the client. This includes performance management activities recommendations, done on mid-bottom tiered employees; outlier management as stated above; and attrition. Out of the Box - Reviews and analyzes performance functions of each Operational unit in the group, including Support functions and synergizes work efforts towards full operations optimization. The CRM is expected to know what is going on in his business scope, including tasks related to each job post. Succession Management - Initiates Uptraining and Development Time with his direct reports for Skills Enhancement and/or Behavior Change / Corrective Actions. This is part of the CRM s Succession Planning, in order to identify new leaders and/or candidates for potential roles for other VXI resources such as the Talent Development Team, for career-pathing. Development - The CRM works closely with the Director for Operations and higher VXI officials; work together with the Client Services Director, and clients to improve performance and grow the business. Administrative - Perform other duties that may be assigned by the Business Leader / Management team and/or VXI Executive Team from time to time If you like wild growth and working with happy, enthusiastic over-achievers, youll enjoy your career with us!

Its fun to work in a company where people truly BELIEVE in what they are doing! Were committed to bringing passion and customer focus to the business. Job Title: Business Intelligence (BI) and Data Analyst About VXI VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, and the Caribbean. We deliver omnichannel and multilingual support, software development, quality assurance, CX advisory, and automation process excellence to the world s most respected brands. VXI is one of the fastest growing, privately held business services organizations in the United States and the Philippines, and one of the few US-based customer care organizations in China. VXI is also backed by private equity investor Bain Capital. Our initial partnership ran from 2012 to 2016 and was the beginning of prosperous times for the company. During this period, not only did VXI expand our footprint in the US and Philippines, but we also gained ground in the Chinese and Central American markets. We also acquired Symbio, expanding our global technology services offering and enhancing our competitive position. In 2022, Bain Capital re-invested in the organization after completing a buy-out from Carlyle. This is a rare occurrence in the private equity space and shows the level of performance VXI delivers for our clients, employees, and shareholders. With this recent investment, VXI has started on a transformation to radically improve the CX experience though an industry leading generative AI product portfolio that spans hiring, training, customer contact, and feedback. Job Description: As a Business Intelligence (BI) and Data Analyst at VXI Global Solutions, you will play a pivotal role in driving data-driven decision-making and providing actionable insights to enhance customer experience and management strategies. You will work closely with cross-functional teams to analyze data, generate reports, and deliver insights that inform business initiatives and drive operational excellence. This is an exciting opportunity to work with cutting-edge technologies and shape the future of data-driven decision-making at VXI Global Solutions. Responsibilities: Collaborate with business stakeholders to understand data requirements and objectives. Extract, transform, and analyze data from multiple sources to identify trends, patterns, and key insights. Develop and maintain dashboards, reports, and visualizations to communicate findings and KPIs effectively. Perform ad-hoc analysis and data investigations to answer business questions and address challenges. Monitor data quality and integrity, identifying and resolving data discrepancies and inconsistencies. Work closely with data engineers to ensure data availability, accuracy, and completeness. Continuously identify opportunities to improve data processes, tools, and methodologies. Stay current with industry trends and best practices in business intelligence and data analysis. Requirements: Bachelors degree in Computer Science, Statistics, Business, Economics, Engineering, or a related field. Proven 3+ years experience as a BI analyst, data analyst, or similar role Proficiency in SQL and/or other query languages for data manipulation and analysis. Experience with data visualization tools such as Tableau, Power BI, Apache Superset or Looker. Strong analytical skills and ability to translate complex data into actionable insights. Excellent communication and presentation skills, with the ability to convey technical concepts to non-technical audiences. Detail-oriented with a strong focus on data accuracy and quality. Ability to work independently and collaboratively in a fast-paced environment. Join VXI Global Solutions and be part of a dynamic team driving innovation and delivering exceptional customer experiences. Apply now to embark on a rewarding career in business intelligence and data analysis with us! If you like wild growth and working with happy, enthusiastic over-achievers, youll enjoy your career with us!

Its fun to work in a company where people truly BELIEVE in what they are doing! Were committed to bringing passion and customer focus to the business. Oversees Real Time Management Monitor queue and staffing status for all contact types and execute defined strategies to effectively respond with the corresponding actions to mitigate off target attainment. This includes, but not limited to agent re-skilling, leveraging overtime and support hours and deploying additional time offs to prevent staffing above required. Facilitate daily Touch Point meetings with operations and other departments to convey strategies and leverage support towards successful performance objectives Monitor agent schedule adherence and log relevant schedule exceptions in the IEX tool. Administer skill changes as required and if applicable. Process ticket requests, update agent status real time within established internal SLAs. Facilitate communications with Technology teams towards minimizing center downtime. Prepare, maintain and update WFM SOP documentations as identified and requested during center downtime Make recommendations toward performance improvement in all of WFM Driven / managed KPIs Accurately document key events that impact performance as they happen POC on multiple programs and LOBs in service delivery and outage escalation Submit Reports Distribute Intraday and daily service KPI performance reports inclusive of commentary to various stakeholders - Operational leadership, client services, IT and to clients when applicable Hourly reporting of running KPI metric attainment for the day for the following (but not limited to): Service Level standing, AHT, Absenteeism, etc. Consistent send out of Post Mortem or end of day analysis to capture key points in shift on which of the expectations were met, what did not and recommendations to ensure uplift for the move forward. Design and improve report templates to effectively present production data and to clearly illustrate data trends relevant to management decision making. Qualifications and Education Requirements College graduate of any course; or subsequently completing a college degree in any course with a minimum of 1 year experience in the Contact Center Industry for external applicants If you like wild growth and working with happy, enthusiastic over-achievers, youll enjoy your career with us!

VXI Global Solutions, LLC is looking for Quality Team Lead to join our dynamic team and embark on a rewarding career journey. Quality Team Lead is responsible for overseeing and optimizing quality team lead operations. This role involves strategic planning, team coordination, and execution of tasks to ensure efficiency and productivity. The incumbent will collaborate with stakeholders to align operations with business goals. Duties include monitoring performance, ensuring compliance with policies, and implementing best practices. Additionally, they will manage resources, resolve operational challenges, and contribute to continuous improvement initiatives. Strong analytical skills, leadership abilities, and industry knowledge are essential for success in this role.

Its fun to work in a company where people truly BELIEVE in what they are doing! Were committed to bringing passion and customer focus to the business. Address: VXI Global Solutions India Pvt ltd, Recruitment Hub, Ground floor, Vega Block, Ascendas IT Park, Gate No. 5, Inorbit Mall road, Madhapur, Hyderabad- 500018. Essential Duties Responsibilities - Respond to customer inquiries (via telephone, chat, email and other mediums according to assigned team requirements) Provide exceptional service to customers during each interaction Address customer concerns and/or provide solutions Adhere to all company guidelines regarding the delivery of service and support to customers Escalate problematic customer issues to management according to standard operating procedures Properly document each customer interaction according to company standard operating procedures Maintain an excellent on-time attendance record (schedule adherence) Adhere to company quality assurance guidelines and standard operating procedures Act with the highest levels of integrity and professionalism in each customer interaction Required Skills - Strong verbal and written communication abilities Required 40WPM 90% accuracy Ability to handle multiple customer interactions simultaneously Strong focus on providing a positive customer experience Accuracy in capturing customer information and resolving issues. Should be flexible to into graveyard shifts rotational shifts Role : Chat Support Salary : 2.5 LPA Industry : BPO / Call Centre Department - Customer Success, Service Operations Role Category - Non-Voice Employment Type - Full Time, Permanent If you like wild growth and working with happy, enthusiastic over-achievers, youll enjoy your career with us!

Assist with processing support functions within area of responsibility by providing customer service to key stakeholders, providing accurate and timely delivery of products and ensuring alignment with productivity and company standards. Job Description Primary Responsibilities Process all required reports timely and accurately Process requests for information from key stakeholders by effectively communicating and acting in a professional manner by all methods of communication Process and issue policy cancellations within area of responsibility while adhering to multiple state requirements Ensure complete and accurate documentation of processing activities by gathering missing information and resolving inconsistencies Provide e-mail and phone support (or any other types of communication) for all non-licensed transactions/requests within area of responsibility Provide review of forms received and analyze and resolve any discrepancies Provide follow up by e-mail or phone call for agency support Manage individual performance by setting work-related goals, tracking personal achievements, soliciting feedback and communicating with management to identify improvement strategies Build skills and knowledge related to processing services by participating in cross-training and learning additional processes and procedures to support multiple workflows and contribute to effectiveness of team operations Contribute to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value can do people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun Required Education High School Diploma/GED Required Experience 1 year relevant experience Preferred Competencies/Skills Follow established guidelines to focus on details and complete tasks attentively and thoroughly Quickly and accurately perform data entry Provide personalized and quality service to meet the expectations of internal and external customers Communicate information in a clear, well-organized, and professional manner Use logical approach to analyze issues High attention to detail Quickly change direction when working on multiple projects or issues Understand the needs and goals of a customer and actively look for ways to meet them Work independently with little supervision or direction Comprehend information and ideas presented in verbal and written formats Escalate issues when necessary Demonstrated interest in enhancing knowledge; seeks opportunities to learn and grow Preferred Experience Data entry support experience Insurance industry background Increasing levels of responsibility Preferred Knowledge Basic knowledge of insurance industry Basic knowledge of Microsoft Office Suite Principles and processes for providing customer service Terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components, and concepts Policies, practices, trends, technology and information affecting business and organization If you like wild growth and working with happy, enthusiastic over-achievers, youll enjoy your career with us!