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Supervisor, Bilingual Retention
Entertainment & Media Industry Company
Albuquerque, NM, United States
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The Highlights
Can you imagine yourself working in a fast-paced brand-new state-of-the-art inbound call center environment? Do you enjoy motivating and coaching others on the front lines of a corporate initiative that is transforming the customer experience? If this sounds appealing, the Bilingual Retention Supervisor position at Company's Spanish Language Call Center of Excellence in Albuquerque, NM may be the next step in your career!
The Bilingual Retention Supervisor manages a team of bilingual inbound Customer Experience Representatives (CEs) in all activities related to retention of Company customers, sales/upselling of Company products, and assistance with customer equipment in a Spanish Language focused environment. This position provides leadership and manages performance to achieve a range of retention, sales, service, and operational business goals while ensuring the Company Quality Experience (CQE) for customers.
Position Qualifications
• Must be fully bilingual/fluent in English and Spanish (speaking, reading, and writing).
• Previous customer-facing or frontline experience in a call center or within the telecommunications or wireless industries preferred.
• Previous supervisory experience over a team of customer service, sales/telemarketing, retention, collections, billing, or troubleshooting/repair agents a plus!
• Must be able to work evenings, weekends, and variable schedule(s) as necessary.
Core Responsibilities
• Communicates and manages expectations for quality and accuracy of work, as well as key productivity metrics associated with service level achievements. Identifies variances and creates effective plans to address gaps.
• Develops personal performance plans with CEs and provides on-going performance feedback and quarterly performance plan reviews.
• Partners with leadership team and other functions within the organization to ensure positive working relationships and effective communication, resulting in employees being informed and educated about critical information and strategy needed to be successful in their role.
• Conducts frequent team meetings to review and provide strategies for delivering a quality customer experience.
• Responsible for delivering key communications, building team spirit and providing employee recognition.
• Facilitates positive employee relations by fostering an environment of open communication, approachability, and fair and consistent treatment of employees.
• Conducts real-time phone monitoring and coaching to employees in order to maintain required service levels, provides immediate feedback to associates to enhance call quality and increase productivity levels.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.
Job Specification
• Minimum of 2 years leadership experience
• Bachelor's Degree or Equivalent, emphasis in Business
• Generally requires 4-7 years related experience
• Must be fully bilingual/fluent in English and Spanish (speaking, reading, and writing)
Company is an EOE/Veterans/Disabled/LGBT employer