Our client in Dallas, TX Is looking for a Bilingual Call Center Supervisor :
The Bilingual Customer Service/Retention Day Supervisor controls the scheduling of counselor sessions and completion of client retention, ensuring courteous and efficient communication of incoming and outgoing consumer and creditor calls. The purpose is also to supervise the department functions ensuring employees adhere to company guidelines, policy and procedures.
QUALIFICATIONS:
Degree in Consumer Economics or equivalent work experience in a related area.
Exhibits good organization, management and leadership skills.
Possess strong communication in written and verbal skills in English and Spanish; excellent telephone mannerism.
Manages time to optimize productivity.
Computer knowledge and data entry skills.
Must be able to type 40 words per minute.
Maturity and skills necessary to deal with others in confidence and elicit their confidence.
RESPONSIBILITIES:
Responsible for the on-going development and monitoring of productivity in the Customer Service/ Retention department and ensuring the proper completion of CSS on a daily basis.
Monitors the Taske software program to ensure calls are being handled.
Responsible for working Drop Requests forms.
Ensures the SC Listing is completed.
Meets regularly with the Operations Director to discuss department performance and set objectives.
Updates the department procedure manual and assists in keeping operational memos up to date, as related to the Customer Service/Retention department.
Provides new employee training and ongoing employee training through regular observation, daily interaction, and department meetings; coordinates and schedules staff meetings.
Completes employee performance reviews for Customer Service Representatives and Lead and conducts corrective counseling when necessary; keeps track of attendance.
Maintains client records and correspondence.
Produces various reports as related to the Customer Service/Retention department.
Assists in the resolution of client complaints, problems or concerns, in a timely manner.
Logs onto phones according the needs of the department.
Responsible for ensuring all mail and return calls are responded to in a prompt manner.
Ensures clients, who are requesting to be dropped, are contacted and have been adequately serviced throughout the DMP and advised of the consequences of dropping.
Monitors the progress of delegated assignments.
Monitors Customer Service Representatives using Observation Forms quarterly.
Responsible for ensuring the opening or lockdown of designated areas when necessary.
Responsible for creating and setting holiday greeting on the phone system, when necessary.
Performs all other duties as assigned.
Please visit us on the web at www.frontlinesourcegroup.com
INTERESTED? CLICK HERE TO APPLY!
Equal Opportunity Employer, M/F/V/D. Candidates must have authorization to work in the U.S. Clients will not sponsor visas.
Frontline Source Group™ is one of the fastest growing Information Technology, Accounting, Legal, Human Resources, Administrative, and Clerical staffing and direct hire firms with offices throughout Texas (Arlington, Austin, Dallas, Fort Worth, Plano, Houston Galleria, Lewisville, West Houston, San Antonio, Sugar Land, and The Woodlands), Tennessee (Nashville and Brentwood), and Arizona (Phoenix and Scottsdale).
Frontline specializes in matching top talent with companies for direct, contract, and contract-to-hire placements. We work with clients and candidates in all areas of the United States and Canada.