Bilingual Service Center Team Lead

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Design, execute, and sustain top-tier service delivery, encompassing quality assurance, client services, and workforce management.

• Evaluate and assess the competencies of the team to determine baseline service opportunities.

• Enhance Service Center metrics and tracking systems to facilitate program improvements.

• Keep records of training activities, colleague progress, and program effectiveness.

• Analyze and address customer service challenges.

• Oversee a Service Center unit and track daily team performance.

• Monitor workloads and statuses; advise colleagues on intricate issues and resolve challenges.

• Create, implement, and supervise staff development plans concentrating on customer service skills.

• Communicate unit-related issues and solutions to upper management.

• Administer personnel policies while adhering to staffing and training standards.

• Conduct interviews, hire staff, and establish performance development plans for colleagues.

• Facilitate colleague performance discussions.

• Provide support, guidance, leadership, and motivation.

• Support quality initiatives and carry out other assigned responsibilities.

⛳️ Requirements

• Bachelor's degree from an accredited college or university is preferred.

• A minimum of four (4) years of experience in a call center or customer service role, or an equivalent combination of education and experience is required.

• Supervisory experience is preferred.

• Strong customer service abilities, including familiarity with call center client processes and procedures.

• Exceptional skills in team coaching, training, facilitation, and development.

• Outstanding oral and written communication skills, including proficiency in presentations.

• Excellent customer service skills.

• Proficient in using PCs, including Microsoft Office applications.

• Strong analytical and interpretative abilities.

• Highly organized with excellent interpersonal skills.

• Strong negotiation skills.

• Ability to thrive in a team setting.

• Capacity to meet or exceed Performance Competencies.

• Ability to manage work-related stress and juggle multiple priorities simultaneously.

• Capable of meeting deadlines.

• Willingness to travel as necessary.

🏝️ Benefits

• Work-life balance.

• Supportive culture.

• Opportunities for career advancement.

• Commitment to equal opportunity in the workplace.

• Drug-free workplace environment.

• Reasonable accommodations provided when applicable and appropriate.