Call Center Shift Supervisor
3 weeks ago
Overview
SOS International LLC is seeking a highly motivated and skilled Call Center Shift Supervisor - Team Lead to oversee and manage a team of 10-50 Call Center Interpreters in our El Paso, TX Spanish Interpreter Call Center. As a Call Center Shift Supervisor - Team Lead, you will be responsible for ensuring the highest level of customer satisfaction while optimizing efficiency and productivity.
Your role will involve setting performance goals, coaching and mentoring staff, and implementing strategies to enhance the overall customer experience.
- Train, and supervise a team of 10-50 Spanish interpreters, depending on customer demand.
- 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 and functional/process Leads to deliver operational oversight encompassing program Performance.
- Directly supervise and monitor Team members to ensure the timely completion of all requirements, maintaining 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. Ensure that customers receive outstanding service and support by maintaining 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 across the teams possess the qualifications necessary to support one or more SOS International LLC contracts. Thoroughly assess initial and ongoing interpreter competencies.
- Skillfully employ various Microsoft suite products and databases to accomplish assigned tasks, enhancing efficiency and precision.
- Lead, schedule, and coordinate Team meetings, generating insightful reports to address potential challenges faced by team members, as well as 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.
Minimum Requirements
- A preferred bachelor's degree, or alternatively, an associate degree or equivalent coursework 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.
Preferred Qualifications
- Proficiency in Spanish and English, facilitating seamless communication with diverse stakeholders.
- Experience within a Government Contractor environment, highlighting your familiarity with this unique landscape.
Work Environment
- 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.
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