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Bilingual Customer Service Center Leader

2 months ago

Irvine, California, United States The Ladders Full time
About Us:
At The Ladders, we are dedicated to fostering a culture that emphasizes empathy and empowerment. Our approach is built on personalized strategies, transparent practices, and a commitment to exceeding expectations. By prioritizing the success of individuals, we bring together our team and clients on a shared journey towards a BRIGHTER future.

Position Overview:
This is an in-office role for candidates within a reasonable commuting distance. The position is Exempt Salary, starting at $85,000 - $100,000 plus Performance Bonuses. We welcome applications from candidates who do not require visa sponsorship.

Join Our Team:
We are seeking an experienced Bilingual Customer Service Center Leader who is motivated, possesses a strong professional demeanor, and has a proven track record in a leadership role within a department. If you are a dedicated individual with a history of success, we invite you to be part of this exciting journey. Your skills and passion will be crucial in shaping our future.

Why Choose The Ladders:
  • Access to top-tier leads in the industry
  • Comprehensive Medical, Dental, and Vision benefits
  • Opportunities for Career Advancement
  • A supportive Work Culture that encourages growth
  • Accredited by the Better Business Bureau
Key Responsibilities:
  • Lead and oversee a team of agents to ensure outstanding service delivery and client satisfaction.
  • Design and implement strategies to enhance call center performance, focusing on metrics such as call handling times and productivity.
  • Analyze call center metrics and KPIs to identify improvement areas and implement effective solutions.
  • Develop and conduct training programs for new hires and ongoing training for existing staff to ensure they possess the necessary skills.
  • Perform regular evaluations and provide constructive feedback to team members to enhance their performance.
  • Collaborate with the Quality Assurance team to maintain quality standards and ensure compliance with regulations.
  • Work closely with HR to identify coaching opportunities and performance needs.
  • Address escalated customer inquiries and complaints professionally and promptly.
  • Manage agent schedules to ensure adequate coverage during operational hours.
  • Review live and recorded calls to assess agent performance and adherence to standards.
  • Oversee scripting and call review processes to ensure compliance and retention.
  • Guide agents in improving conversion metrics through effective retention strategies.
  • Foster a positive work environment that promotes teamwork and continuous improvement.
  • Implement and uphold company policies to ensure compliance with industry standards.
  • Prepare regular reports for senior management on performance metrics and challenges.
  • Stay informed about industry trends and best practices in call center management.
Qualifications:
  • 3-5 years of experience in call center management, preferably in a related industry.
  • Fluency in Spanish is required.
  • Demonstrated success in managing teams to achieve performance goals.
  • Strong understanding of industry processes and regulations.
  • Excellent communication and leadership skills.
  • Ability to analyze data and implement strategies for improvement.
  • Proficiency in MS Office, particularly Excel, Word, and PowerPoint.
  • Experience with call center software and CRM systems is preferred.
  • Ability to thrive in a fast-paced environment.
  • Strong problem-solving skills and attention to detail.
Diversity Commitment:
The Ladders is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any non-merit-based factors.