Description
We are seeking a Spanish Bilingual Call Center Supervisor to oversee the day-to-day activities of their team and ensure they are performing job tasks, including spoken language interpretation services, in accordance with TransPerfect Connect standards of practice.
The successful candidate will be responsible for:
- Providing the highest level of customer service by effectively supervising a team of well-trained interpreter customer service agents
- Ensuring the team abides by ethical practices and TPC standards
- Assuring compliance to internal and external policies and procedures
- Developing, recommending, and implementing measures to improve productivity, performance, quality, and career path for the team
- Communicating policy updates and company information through team meetings, team huddles, and one-on-one development sessions
- Ensuring that all interpreter customer service agents are meeting their key performance indicators and responsible for performance management
- Assisting in research and analysis work efforts by providing input for forecasting, training program assessment, and quality assurance program calibration
- Documenting all coaching/development sessions in a timely manner, including corrective actions and performance improvement plans
- Interacting with cross-functional support groups to manage the day-to-day operations
- Performing daily administrative duties as required
- Identifying and resolving operational problems using defined processes, expertise, and judgment
- Maintaining familiarity with center systems and equipment updates to operate interpreting systems efficiently
- Preparing reports that include the status of interpreters assigned, shift coverage, and conveying interpreters' needs and suggestions to upper management
- Understanding basic employment laws/regulations, HR procedures, and keeping up-to-date with company policies
The ideal candidate will have:
- A Bachelor's degree preferred or a minimum of 2 years' interpretation operations experience; or equivalent combination of education and experience
- A minimum of 2 years' interpretation experience required; in Over the Phone Interpretation environment preferred
- Previous supervisory experience preferred
- Excellent communication (written and verbal) skills in English and Spanish language
- Exceptional customer service, telephone manner, and multitasking skills are a must
- Strong organizational skills, sense of urgency, and attention to detail are essential
- Experience in a call center environment preferred
- Leadership skills and ability to motivate and develop staff
- Ability to set, meet, and exceed targets
- Proficient in MS Office products: Word, Power Point, Excel