Bilingual English/Spanish Call Center Supervisor- Start ASAP

Job Description

Job Description

). This candidate will be assigned to the call center team. The call center operates Monday-Friday from 7:00 am to 6:00 pm. The ideal candidate should be analytical, supportive, and prepared to act as a resource to the Customer Service Representatives (CSR). This position reports to the Customer Service Center Manager. The schedule for this position is Monday-Friday, 8:00 am-5:00 pm; however, they must be flexible to accommodate changes in schedule to meet the needs of the business. They will be required to perform the following duties:

 

· Under limited supervision, responsible for supervising and training assigned staff in a customer service center environment.

· Monitors the progress and productivity of assigned staff to evaluate employee performance ensuring daily and monthly performance results are met.

· Ensures the proper execution of tasks performed in the Customer Service Center by assigning and monitoring task completion, tracking goals and giving feedback to the Customer Service Staff.

· Develops and implements operational procedures, coordinates training programs, evaluates employee performance, serves as a liaison for operational issues, and responds to customer inquiries and escalated calls.

· Supervises and coaches a staff of state and supporting contracted employees to build customer loyalty.

· Provides call quality monitoring and control for bilingual calls (5 Live/ 5 Recorded call monitors on each employee)

· Maintain and track schedule adherence and enter all CSC Adjustments e.g., CSR’s leave request, call outs etc.

· Update the Customer Service Center schedule as needed

· Interview applicants and makes appropriate selection recommendations according to applicable shifts.

· All other duties assigned to meet the needs of the business

 

Maximum hourlies pay rate is $21.60.

 

Qualifications: At least four (4) years of call center experience at entry level or equivalent position OR two (2) years of lead/supervisory experience in an equivalent position in a customer service setting communicating information OR completion of a four-year degree from an accredited college or university AND two (2) years of lead/supervisory experience in an equivalent position in a customer service setting. Strong interpersonal skills, ability to multi-task, and desire to work in a team-focused environment. Applicants must be well organized, detail oriented, and possess strong interpersonal acumen for interacting with a broad range of clients—internally and externally, with a varied education level. Goal oriented and flexibility to adapt to the needs of the agency daily is an additional minimum qualification for applicants. .

 

Company Description

​​Eagle Resource Group, Inc. is a Georgia-based staffing and recruiting company. We are engaged in the business of matching our clients’ open job roles with experienced candidates. ​

With over 50 years of combined experience, knowledge and understanding of the industry, Eagle Resource Group has the advantage to address the needs of our clients and experienced candidates.

Company Description

​​Eagle Resource Group, Inc. is a Georgia-based staffing and recruiting company. We are engaged in the business of matching our clients’ open job roles with experienced candidates. ​\r\n\r\nWith over 50 years of combined experience, knowledge and understanding of the industry, Eagle Resource Group has the advantage to address the needs of our clients and experienced candidates.