Call Center Agent engaging with potential customers and developing sales strategies in a hybrid work environment. Responsible for managing customer relationships and contributing to sales goals.
About the role
- Bilingual Call Center Supervisor managing Spanish-speaking interpreter customer service agents at TransPerfect. Ensuring compliance with standards and providing coaching and training to the team.
Responsibilities
- Provide the highest level of customer service by effectively supervising a cadre of well-trained interpreter customer service agents
- Ensure team abides by ethical practices and TPC standards, which are observed during interpreting encounters
- Assure compliance to internal and external policies and procedures
- Develop, recommend, and implement measures to improve productivity, performance, quality, and career path for the team
- Responsible for communicating policy updates and company information through team meetings, team huddles and one-on-one development sessions
- Ensure that all interpreter customer service agents are meeting their key performance indicators and responsible for performance management
- Assist in research and analysis work efforts by providing input for forecasting, training program assessment, and quality assurance program calibration
- Document all coaching/development sessions in a timely manner including corrective actions and performance improvement plans
- Interaction with cross-functional support groups in order to manage the day-to-day operations
- Responsible for all daily administrative duties (e.g., time card administration, payroll, etc.) as required
- Identifies and resolves operational problems using defined processes, expertise and judgment
- Ability to identify errors, inconsistencies in information, and make swift corrections
- Act professionally with regards to appearance, conduct, and coworker interactions
- Keep all assignment-related information strictly confidential
- Participate in periodic self-evaluations, as well as quarterly center evaluation programs; conduct periodic evaluations of interpreters assigned
- Maintain familiarity with center systems and equipment updates to operate interpreting systems efficiently
- Prepare reports that include status of interpreters assigned, shift coverage, and to convey interpreters’ needs and suggestions to upper management
- Understand basic employment laws/regulations, HR procedures, and keep up-to-date with company policies
- Perform other duties as assigned
Requirements
- Bachelor’s degree preferred or a minimum of 2 years’ interpretation operations experience; or equivalent combination of education and experience
- Minimum of 2 years’ interpretation experience required; in Over the Phone Interpretation environment preferred.
- Previous supervisory experience preferred
- Proficient in MS Office products: Word, PowerPoint, Excel
Benefits
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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