Onsite Ops Supervisor - Lead Bilingual Call Center Team

ACT; Harlingen (TX); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Opportunities to advance within

Flexible schedules

Tremendous bonus opportunities

Fantastic Supervisors and a Positive环境

Employee Ownership Program - a company

Job summary

Advanced Call Center Technologies in Harlingen, TX is seeking a results-driven Supervisor to lead a team of 10-25 agents in a fast-paced call center. The role focuses on coaching, productivity monitoring, and ensuring adherence to client and company policies to deliver top-tier service.

The ideal candidate will coach and develop a high-performing sales team, monitor productivity, and drive results while meeting client goals.

Qualifications

• Previous experience managing in a call center environment.
• High School diploma or GED.
• Bilingual English/Spanish.
• Must pass criminal background check.
• Excellent communication skills.
• MS Office proficiency.

Responsibilities

• Monitors real-time productivity to achieve production and revenue goals.
• Coaches and develops associates to improve quality, performance and productivity. Develops and implements goals and action plans as needed.
• Addresses associate performance, conduct, and attendance issues by consistently applying company policies and practices for corrective counseling.
• Motivates and rewards associates using company and client incentive programs to drive results and maximize performance.
• Ensures associates adhere to company and client policies and standards.
• Tracks and reports the associates daily performance and productivity.
• Monitors and maintains work volume statistics.
• Monitors associate's calls to ensure employee is meeting demeanor, accuracy, and conformity to company and client policies.
• Takes escalated customer calls. Answers questions and recommends corrective services to address customer complaints.
• Assists in determining work procedures, prepares work schedules, and expedites workflow.
• Maintains the attendance records for associates using the timekeeping system. Reviews attendance daily and edits as necessary to ensure an accurate payroll is processed.
• Completes and presents associate's annual performance appraisals.
• Conducts job candidate interviews and makes hiring decisions with assistance from Recruiting.

Skills

Call center management

Bilingual English/Spanish

MS Office proficiency

Education

High School diploma or GED

Job description

Advanced Call Center Technologies in Harlingen, TX is seeking a results-driven Supervisor to lead a team of 10-25 agents in a fast-paced call center. The role focuses on coaching, productivity monitoring, and ensuring adherence to client and company policies to deliver top-tier service.

The ideal candidate will coach and develop a high-performing sales team, monitor productivity, and drive results while meeting client goals.