Bilingual Operations Support Supervisor
4 weeks ago
Americor is seeking a **Bilingual Operations Support Supervisor** to join our team. As a provider of personalized debt relief solutions, we specialize in empowering individuals from diverse backgrounds to overcome financial challenges and chart a path to prosperity. If you're ready to take on a pivotal role in overseeing key functions and contributing to our mission of improving lives, explore this exciting opportunity today.
**Responsibilities**:
- Act as a member of the leadership team within the call center site.
- Assist the Site Director and Site Managers in support services.
- Coordinate with senior leaders in a matrixed reporting environment.
- Manage a team made up of several support services.
- Execute designed standard operating procedures for the “BPO” site.
- Monitor, coach, and develop agents.
- Manage agent schedules with Workforce Management, ensuring adherence, occupancy, and utilization.
- Manage the timekeeping of call center agents.
- Meet monthly goals placed by business leaders.
- Create and present reports that demonstrate exceeding expectations and achieving success.
**Requirements**:
- 2-3 years experience in a supervisory role within a call center.
- Bilingual in Spanish is preferred.
- The position requires availability for a work schedule that runs Tuesday through Saturday.
- Experience leading or training 20+ call center agents.
- Excellent written, verbal, and presentation skills.
- Knowledge of the Debt Settlement industry is a plus.
- Knowledge of TCPA guidelines.
- Familiarity with inbound routing and outbound dialer campaigns.
- Familiarity with workforce management & ADP timekeeping.
**Company Benefits**:
- Ongoing training and development
- Opportunity for career advancement
- Medical
- Dental
- Vision
- Company Paid Group Life / AD&D Insurance
- 7 Paid Holidays and 2 Floating Holiday Days to use at will
- Paid Time Off
- Flexible Spending/HSA
- Employee Assistance Program (EAP)
- 401(k) match
- Referral Program
- Americor is proud to be an Equal Opportunity Employer. Americor does not discriminate based on race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law._
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