Customer Service Center Supervisor (Spanish Bilingual Preferred)

AllianceOne•Orlando, FL

5d•Onsite

About The Position

AllianceOne, a subsidiary of Teleperformance, is seeking a Customer Service Center Supervisor for its Orlando team. This role involves managing and developing a team of Agents to meet and exceed performance, quality, and customer satisfaction metrics. The supervisor will provide guidance, support, and education to the team, review performance metrics, and oversee daily operations. The position reports to the Customer Service Manager and is responsible for coaching, developing, and mentoring Customer Service Representatives (CSRs), responding to customer inquiries, ensuring payment processing accuracy, and adhering to toll system procedures.

Requirements

Bachelor’s degree in Business Administration or related discipline.
Three (3) plus years of relevant experience as a Supervisor leading a workforce of similar size and similar scale and complexity OR a combination of education and experience.
Intermediate proficiency using Microsoft Office Suite (Word, Excel, Outlook and PowerPoint).
Strong verbal and written communication skills.
Strong analytical and problem-solving skills with the ability to review and analyze data and communicate solutions.
Superior attention to detail, professional in appearance, and possess the ability to motivate others.
Knowledge of principles of excellent customer service and the ability to apply to business practices and operations.
Knowledge of leadership principles, change management, and process improvement principles.
Knowledge of MS Office Suite to include Word, Excel, Outlook and PowerPoint.
Skill in communicating to persons representing varied educational levels and cultural backgrounds.
Skill at exercising tact and diplomacy in dealing with sensitive, complex, and confidential issues and situations.
Skill in exercising accuracy and thoroughness and monitoring one’s own work to ensure quality.
Skill in time management, including prioritizing, organizing, and coordinating multiple work areas and assignments under fast-paced and changing conditions to meet deadlines.
Ability to communicate directives clearly and effectively, verbally and in writing.
Ability to serve in a “working supervisor” capacity as well as in a leadership/supervisory capacity, as well as work proactively with minimal supervision.
Ability to manage a high level of confidentiality.
Ability to conduct research, analyze, draw conclusions and make recommendations.
Ability to work independently, multi-task and prioritize responsibilities, as well as within a team environment.
Ability to identify and recommend staff developmental and training needs.
Ability to motivate others in pursuit of Company goals.
Ability to effectively supervise staff, including ability to mentor, evaluate and guide staff to increase skill level, morale and efficiency.

Nice To Haves

Spanish Bilingual preferred

Responsibilities

Perform required opening and/or closing duties for the Customer Service Center, including administrative functions such as cashing out CSRs, checking transponder inventory, and monitoring accounts unable to process, while ensuring daily key performance indicators (KPIs) are met.
Monitor and document the quality of transactions processed as well as incoming and outgoing telephone calls and provide continuous feedback to staff.
Assist escalated walk-in customers as well as complete escalation call backs as required.
Identify problems with office equipment, systems, and general toll issues and communicate or escalate these issues to the proper area for resolution.
Coordinate with other department personnel as necessary to resolve issues.
Utilize performance management information to monitor, coordinate, and schedule the activities of staff in assisting the Customer Service Manager with the achievement of the designated KPIs.
Ensure daily personal performance measures are available and effectively utilize information to manage the workforce for continuous improvement.
Emphasize and enforce the importance of CSC KPIs while supporting business processes and decisions implemented by Management.
Take ownership of the various customer channels ensuring an effective allocation of the workforce to handle volumes within contractual requirements.
Responsible for effective human resources management, including providing oversight and coordination of training, coaching, mentoring, providing input and recommendations for salary increases, promotions, and corrective actions (e.g., disciplinary and terminations).
Review, approve, and maintain timesheets and leave requests for staff.
Adhere to and support company policies, procedures, and contractual requirements when communicating with customers and the CSC team.
Lead by example by maintaining a high standard of deportment and adherence to company policies.
Provide input and/or assistance in formulating new policies and procedures; recommend changes to existing policies and procedures to improve operations and to support changing business requirements.
Communicate effectively with other departments to foster a cohesive team environment and ensure these areas are aware of issues that may impact their area.
Build and maintain a strong working relationship with the client, contractors, vendors, and other related parties as necessary.
Work with a high degree of personal integrity and professionalism, treat others with respect, and foster a safe harassment-free work environment.
Other job-related duties as required.