Customer Service Supervisor

TransPerfect • El Paso, TX

1d

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.

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. Have good business writing skills
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees