Call Center Shift Supervisor
2 days ago
SOS International LLC is seeking a highly motivated and skilled Call Center Shift Supervisor to join our team in El Paso, TX.
Job Summary:The Call Center Shift Supervisor will be responsible for overseeing and managing a team of 10-50 Call Center Interpreters to ensure the highest level of customer satisfaction while optimizing efficiency and productivity.
Key Responsibilities:- Train, supervise, and develop a team of Call Center Interpreters to meet customer demands.
- Set clear performance expectations, provide regular feedback, and conduct performance evaluations.
- Foster a positive and motivated work environment that encourages diversity, teamwork, and personal development.
- Collaborate with the Call Center Manager and Program Managers to deliver operational oversight and ensure program performance.
- Directly supervise and monitor Team members to ensure timely completion of all requirements and maintain strict compliance with work standards.
- Develop and implement call center policies, procedures, and best practices.
- Monitor and manage call center metrics, including call volume, response times, and customer satisfaction scores.
- Identify areas for process improvement and implement strategies to enhance efficiency and productivity.
- Administer and track the quality review plan for interpreters to ensure high standards of quality.
- Analyze customer feedback and recommend changes to improve the customer experience.
- Handle escalated customer issues and complaints, resolving them in a timely and satisfactory manner.
- Ensure all language interpreters possess the qualifications necessary to support SOSi contracts and thoroughly assess initial and ongoing interpreter competencies.
- Skillfully employ Microsoft suite products and databases to accomplish assigned tasks and enhance efficiency and precision.
- Lead, schedule, and coordinate Team meetings, generating insightful reports to address potential challenges faced by team members and supported program Supervisors and Managers.
- Perform other duties as assigned by the Call Center Manager, displaying adaptability and commitment to the team's overall success.
- A preferred bachelor's degree in business administration, finance, quality management, or a related field.
- A minimum of two years' of relevant experience in a call center supervisory position, with focus on one of the following areas: administrative support, language services, case management, health and wellness services, and/or data management services fields, programs, and/or operations.
- Proficiency in computer operations and software utilization, including word processing, email, spreadsheets, reports, typing, and automated processes.
- Exceptional organizational skills and an unwavering attention to detail.
- Proficiency in analyzing situations, defining problems, and formulating and implementing effective solutions.
- Strong customer service orientation, demonstrating your commitment to exceeding expectations.
- Collaborative team player with robust business acumen.
- A willingness to be hands-on, effectively multitask, adapt to shifting priorities, and extend efforts to include weekends or extended hours in our high-energy, deadline-driven workplace.
- Capacity to work autonomously with minimal supervision.
- Proficiency in Spanish and English, facilitating seamless communication with diverse stakeholders.
- Experience within a Government Contractor environment, highlighting your familiarity with this unique landscape.
- The role primarily operates within a standard office environment.
- Some periods of work may require non-traditional hours, including consecutive nights or weekends, as necessitated by operational demands.
- Occasional lifting or moving of objects/packages up to 25 lbs. may be required.
- Anticipate approximately 5% travel time for the position.
SOS International LLC is an equal employment opportunity employer and affirmative action employer. All interested individuals will receive consideration and will not be discriminated against on the basis of race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity, genetic information, or protected veteran status.
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Call Center Shift Supervisor
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El Paso, Texas, United States SOS International LLC Full timeJob Title: Call Center Shift SupervisorSOS International LLC is seeking a highly motivated and experienced Call Center Shift Supervisor to join our team in El Paso, TX. As a Call Center Shift Supervisor, you will be responsible for overseeing and managing a team of 10-50 Call Center Interpreters to ensure the highest level of customer satisfaction while...
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