Bilingual Contact Center Supervisor

North End Teleservices • Omaha, NE

20d

About The Position

Position Summary: The Bilingual Contact Center Supervisor will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints. Must be fluent in Spanish and English. Job Duties and responsibilities (including, but not limited to) : Supervise and manage multiple client programs and/or programs exceeding 20 representatives. Peer-to-peer advocacy on behalf of the clients. Responsible for client communications, conflict resolution, and compliance on client deliverables and revenue. Provides strategic and analytic insight to clients in regard to operational issues, solutions, and ways of improving business operations (reduce costs, contacts, improve satisfaction, quality etc.). Has the ability to look across and manage across functional areas keeping abreast of status and issues and remaining proactive in supporting your clients. Reviews of all major deliverables (i.e. strategic brief, function spec, tech spec, etc.) to ensure quality standards and client expectations are met with each of your clients. Ensure that client issues are dealt with in an efficient manner, informing the Operations Manager of any critical issues that may arise. Assists in the management of the project team and functional department in order to maintain a continuous knowledge of project status in order to identify potential issues and/or opportunities within or related to the project. Ensures that all processes and procedures are completed, quality standards are met and exceeded and are profitable. Other duties as required. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Requirements

• Ability to think strategically.
• Detail-oriented with a focus on process improvement.
• Technical and process competence.
• Excellent management and supervisory skills.
• Motivated, self-directed, goal-oriented, persistent, and skilled internal and external negotiator.
• High level of initiative and work well in a team environment.
• Ability to guide and lead the team to achieve client goals.
• Excellent written and oral communication skills.
• Handles stressful situations and deadline pressures well.
• Plans and carries out responsibilities with minimal direction.
• The ability to identify and troubleshoot customer and program problems that exist and effectively resolve and/or communicate needed resolution/escalation via application enhancements, or operational process changes.
• Previous Contact Center supervisory experience.
• Strong leadership and coaching ability.
• Excellent written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with customers and co-workers.
• Knowledge of Technology and Processes.
• Ability to communicate KPIs effectively.
• Strong Computer Skills with proficiency in Excel and Word.
• Previous experience in balancing staff motivation with accountability.
• Good organization skills with the ability to multi-task
• Excellent command of the English language, and good use of grammar skills.
• General knowledge of basic math skills, and ability to calculate percentages.
• At least three years of customer service experience required.
• Must be fluent in Spanish and English language.
• Regular attendance and punctuality are vital attributes for all employees and critical for our staff as we are the role models for our organization and future leaders.
• Cultural competence: Understand multiple frameworks, values, and norm. Demonstrates an ability to flex style when faced with myriad dimensions of culture to be effective across cultural contexts.
• Negotiation: Negotiates and facilitates cultural differences, conflicts, tensions, or misunderstandings.
• Judgment: Can discern when to inquire, advocate, drive, or resolve more decisively.
• Continuous learning: Commits to continuous learning/improvement in diversity, inclusion, and cultural competence.
• Corporate communications: Acknowledge and address possible unfavorable impact.
• Corporate Social Responsibility: Influences media and marketplace via communication and community outreach to competitively position the organization.
• Brand Management: Identifies , partners, and leverages relationships with key external diverse suppliers, organizations, and customers to: Enhance the supply chain and Increase market share, revenues, and loyalty.
• External Market Knowledge: Understands and is current on global and local trends/ changes and how they inform and influence D&I.
• Supplier Diversity: Identifies , partners, and leverages relationships with key external diverse suppliers, organizations, and customers to Enhance the supply chain and Increase market share, revenues, and loyalty.

Nice To Haves

• Bachelor's or Associate degree preferred.
• Previous experience in a supervisory role preferred.

Responsibilities

• Supervise and manage multiple client programs and/or programs exceeding 20 representatives.
• Peer-to-peer advocacy on behalf of the clients.
• Responsible for client communications, conflict resolution, and compliance on client deliverables and revenue.
• Provides strategic and analytic insight to clients in regard to operational issues, solutions, and ways of improving business operations (reduce costs, contacts, improve satisfaction, quality etc.).
• Has the ability to look across and manage across functional areas keeping abreast of status and issues and remaining proactive in supporting your clients.
• Reviews of all major deliverables (i.e. strategic brief, function spec, tech spec, etc.) to ensure quality standards and client expectations are met with each of your clients.
• Ensure that client issues are dealt with in an efficient manner, informing the Operations Manager of any critical issues that may arise.
• Assists in the management of the project team and functional department in order to maintain a continuous knowledge of project status in order to identify potential issues and/or opportunities within or related to the project.
• Ensures that all processes and procedures are completed, quality standards are met and exceeded and are profitable.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree