Bilingual Customer Support Team Supervisor
2 weeks ago
We are in search of a Bilingual Customer Service Team Lead who will operate under a hybrid work model. This role necessitates prior experience in a leadership capacity and requires fluency in both English and Spanish. The Team Lead will play a pivotal role in fostering the ongoing development of the team.
Key Responsibilities:
- Guide and inspire service desk agents, ensuring timely resolution of inquiries to meet the expectations of end-users and management.
- Collaborate with the Supervisor/Manager to strategize and oversee the team's operational functions, ensuring alignment of technical expertise and customer service with business objectives.
- Provide daily direction to the team in pursuit of customer satisfaction and management goals.
- Evaluate existing processes and recommend enhancements to improve operational efficiency and service quality.
- Create a motivating work environment that encourages team members to excel.
- Address performance-related issues in accordance with company policies, including preparing necessary documentation for corrective actions.
- Assist in compiling daily reports for management or clients.
- Conduct monthly performance reviews and one-on-one meetings with team members.
- Ensure equitable distribution of workload and adherence to service level agreements (SLAs).
- Manage escalations from analysts or customer management effectively.
- Identify training requirements for team members and provide coaching as necessary.
About TEKsystems:
As a leader in transformation, we empower clients to realize their ideas and solutions, seizing opportunities in a dynamic environment. With a robust team of 80,000 professionals, we partner with over 6,000 clients, including a significant portion of the Fortune 500, across North America, Europe, and Asia.
Our expertise spans Full-Stack Technology Services, Talent Services, and practical applications, collaborating with forward-thinking leaders to drive meaningful change. This is the essence of true partnership. TEKsystems is a proud member of the Allegis Group.
The company is committed to equal opportunity employment and will consider all applications without regard to race, gender, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.
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