Bilingual Call Center Supervisor Job at Integrated Human Capital
IHC is currently hiring a Bilingual Call Center Supervisor for one of our premier clients in El Paso, TX. This is a direct hire opportunity with great benefits!
Summary/Objective:
This position will supervise 18-25 representatives and provide outstanding leadership to a growing team that is expected to render superior customer service in English and/or Spanish. The team will be responsible for answering questions and resolving customer issues related to automobile loans and/or automobile lease agreements.
Responsibilities:
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Summary/Objective:
This position will supervise 18-25 representatives and provide outstanding leadership to a growing team that is expected to render superior customer service in English and/or Spanish. The team will be responsible for answering questions and resolving customer issues related to automobile loans and/or automobile lease agreements.
Responsibilities:
- Interview and assist in making hiring decisions for staff to include Trainers, Quality Analysts, and Call Center Front line representatives
- Assist with the facilitation of New Hire On-Boarding and Orientation
- Analyze and execute staffing and vendor support plans to maximize workforce output
- Ensure product and service offerings align with strategic direction
- Maintain audit processes and call quality processes for accuracy of work
- Contribute information and analysis to organizational strategic plans
- Assist in the development, maintenance, and adherence to policies and procedures
- Ensure process guides are standard across teams
- Coach and supervise staff assigned to the client’s portfolio and execute the defined expectations to manage English and Spanish inbound Customer Service calls
- Ensure Customer Service Representatives meet or exceed (subject to Service Level Incentives as agreed) required Quality measurements, required Experience Satisfaction (ESAT) benchmarks, required brand-integrity and compliance assurances, effectiveness measurements, and required efficiency and productivity measurements
- Schedule and monitor training sessions organized to ensure staff have the skillset and tools to manage calls regarding accounts for retail (installment loans) and lease contracts
- Implement processes and measures to ensure the services performed by Call Center Representatives are compliant with all federal, state, and local laws as well as the client’s internal policies and procedures
- Overall staff supervision, up to, and including documenting and counseling representatives with regards to all service quality and performance issues/challenges
- Reinforce client’s call handling methods
- Track and report performance
- Call and queue monitoring for call quality purposes
- Ensure proper escalation of issues and adherence to all applicable U.S. Federal and State Laws
- Adherence to clients’ policies and procedures and all other requirements specified by the client
- Ability to thrive in a fast-paced, dynamic environment where different challenges arise on a consistent basis
- Utilization of sound judgment, and ability to quickly grasp the details of a situation(s) and act/address the situation(s) accordingly
- Inspire and develop a team to achieve great results
- Notify the assigned manager of issues that require escalation to the client’s Supplier Management Team
- Other duties as assigned
- 3-5 years of progressive call center experience
- Associates Degree and/or equivalent work experience
- Experience in supervision, coordination, training, and motivation of employees
- Bilingual (English and Spanish)
- Exceptional oral and written communication skills demonstrated by utilization of correct grammar and terminology
- Attention to detail-documentation, work quality, and follow-up
- Effective time management skills (dependable, accurate, detailed-oriented, and ability to successfully meet deadlines) and excellent organization skills
- Ability to build strong working relationships and credibility quickly
- Leadership skills
- Ability to deliver proven results
- Flexibility to work evenings, weekends, and holidays
- Financial services and/or banking experience (Preferred)
Please Note :
chrismaxcer.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, chrismaxcer.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.