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Bilingual Customer Service Supervisor

Company: SPECTRUM
Location: El Paso
Posted on: February 24, 2021

Job Description:

Spectrum currently seeks a Supervisor, Customer Service/Repair for our Customer Ops/Service Department.- Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.-

Essential Job Functions:

- Participate in employee selection, training, and development.
- Continual monitoring of ACD thresholds and team's activities to assure compliance with department standards.
- Develop processes and training programs that will proactively improve call handling, increase first call resolution rate, decrease or eliminate controllable calls and recognize cost reduction potential.
- Review and analyze statistical reports to manage teams' productivity.
- Ensure team is adhering to schedule so as to meet and exceed service level objectives.
- Increase team productivity and motivation.
- Conduct weekly team meetings to keep team members up to date on latest information.
- Assist team with escalated customer issues.
- Conduct quality control phone call monitoring to evaluate TSS performance, identify strengths and weaknesses and ensure that a high quality of work is being performed.
- Provide one-on-one coaching and development for each team member on a consistent and timely basis.
- Prepare annual evaluations and provide monthly feedback.
- Maintain professional customer service skills at all times and provide 100% satisfaction on each customer contact (internal and external customers.
- Support and encourage all company policies with disciplinary actions as required.
- Develop reward and recognition programs to motivate team.
- Ensure Kronos payroll system is properly accounted for and accurately updated for team.
- Perform other duties as assigned by management.

Preferred Qualifications:

- Bilingual (English/Spanish)- Must be able to work in a fast-paced environment, self-motivator that promotes teamwork amongst co-workers.
- Excellent communication and organizational skills- -Flexibility to work full time shifts that include evenings and/or weekends.
- Excellent reading, writing and telephone skills are required.
- Ability to read, write and interpret general business correspondence and procedures manuals.
- Lifting of up to 30 pounds, prolonged standing, walking and sitting.
- Will frequently work at a desk and use a computer for extended lengths of time.
-Must be able to talk and hear within normal ranges and possess the ability to reach, handle and feel.

Education & Experience:

- High school diploma or equivalent.
- Minimum of 4+ years experience focusing on communications with internal and external customers.
- Must have recent Supervisory or -lead- experience (within the last 12 months) in a contact center environment providing leadership for 15 or more employees.
- Certificate or graduation from a technology based institution focusing on computer systems, electronics and/or IP technologies preferred.
- Experience with customer relations, communications and sales skills. Must be patient, flexible, dependable, and have an outstanding attendance record.

For more information on Spectrum's benefits, please click .

Keywords: SPECTRUM, El Paso , Bilingual Customer Service Supervisor, Other , El Paso, Texas

Click here to apply!

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