Bilingual Contact Center Supervisor

Position Summary :

The Bilingual Contact Center Supervisor will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.   Must be fluent in Spanish and English.

Job Duties and responsibilities (including, but not limited to) :

• Supervise and manage multiple client programs and / or programs exceeding 20 representatives.
• Peer-to-peer advocacy on behalf of the clients.
• Responsible for client communications, conflict resolution, and compliance on client deliverables and revenue.
• Provides strategic and analytic insight to clients in regard to operational issues, solutions, and ways of improving business operations (reduce costs, contacts, improve satisfaction, quality etc.).
• Has the ability to look across and manage across functional areas keeping abreast of status and issues and remaining proactive in supporting your clients.
• Reviews of all major deliverables (i.e. strategic brief, function spec, tech spec, etc.) to ensure quality standards and client expectations are met with each of your clients.
• Ensure that client issues are dealt with in an efficient manner, informing the Operations Manager of any critical issues that may arise.
• Assists in the management of the project team and functional department in order to maintain a continuous knowledge of project status in order to identify potential issues and / or opportunities within or related to the project.
• Ensures that all processes and procedures are completed, quality standards are met and exceeded and are profitable.
• Other duties as required.
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Skills and Specifications :

Requirements :

Attendance and Punctuality :

Regular attendance and punctuality are vital attributes for all employees and critical for our staff as we are the role models for our organization and future leaders. It is important for employees to attend work regularly and to arrive at work on time, because failure to do so detrimentally affects employee morale and productivity throughout North End Teleservices, LLC.

DEI Competencies

Diversity equity and inclusion as a leadership competency is a measure of success within NET.

North End Teleservices is an equal opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race, color, national origin, religion, gender, gender identity, sexual orientation, disability, veteran status, age, marital status, citizenship status, or any other status protected by law.