Customer Service Supervisor

TransPerfect•El Paso, TX

About The Position

TransPerfect Is More Than Just a Job… Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards. Team Supervisors are responsible for overseeing the day-to-day operations of their team. Primary role is coaching and developing employees to deliver an exceptional customer experience. TransPerfect is the world’s largest provider of language services and technology solutions for global business. From offices in over 90 cities on six continents, TransPerfect offers a full range of services in 170+ languages to clients worldwide. More than 4,000 global organizations employ TransPerfect’s GlobalLink® Product Suite to simplify management of multilingual content. With an unparalleled commitment to quality and client service, TransPerfect is fully ISO 9001 and ISO 17100 certified. TransPerfect has global headquarters in New York, with regional headquarters in London and Hong Kong.

Requirements

High School Diploma or General Equivalency Diploma
Minimum of one year supervisory experience
Previous experience in a call center environment
Exceptional customer service experience
Experience leading a team of 15+ employees
Excellent oral and written communication skills
Excellent time management skills
Strong interpersonal and communication skills – ability to deliver constructive feedback and inspire employees to deliver positive results
Ability to multitask on a daily basis
Ability to adapt well in a changing environment
Solid understanding of Word, Excel, and MS Office suite

Nice To Haves

Bachelor’s Degree Desired
Experience with Workday a plus

Responsibilities

Ability to coach and develop direct reports to deliver exceptional customer service
Ability to inspire and motivate employees to create a highly engaged, positive culture
Develops, recommends, and implements measures to improve productivity, performance, quality, and career path for customer service representatives
Documents all coaching/development sessions in a timely manner.
Responsible for all daily administrative duties (e.g., timecard administration, payroll, etc.) as required
Responsible for communicating policy updates and company information through team meetings, huddles, and one-on-one development sessions
Assists in research and analysis work efforts by providing input for forecasting, training program assessment, and quality assurance program calibration
Identifies and resolves operational problems by taking initiative, ability to get to root cause, and create action plans to achieve resolution
Interaction with cross-functional support groups in order to manage the day-to-day operations
Understand financial impact of attrition and attendance and ability to deliver improvements in these areas
Act professionally with regards to appearance, conduct, coworker interactions, and promptness