Bilingual Call Center Lead

General Summary:

The Bilingual Customer Service Representative Lead provides leadership and coaching to assigned team by monitoring employee-customer interactions for quality and accuracy. Ensures team workload, deadlines, and customer service objectives are met and customer service representatives are informed of all product and procedural updates. Performs escalated account research, negotiations, and creates payment plan agreements while maintaining an inviting, friendly, and professional manner.

Duties & Responsibilities:

• Coaches, develops, and motivates CSRs by monitoring employee-customer interactions for accuracy and quality. Monitors team attendance, identifies attendance patterns, and addresses improvement opportunities.
• Ensures optimal time utilization and team workload, deadlines, and work objectives are achieved.
• Performs escalated account research, negotiations, and creates payment plan agreements by offering resolutions according to established policies and procedures in an inviting, friendly, and professional manner.
• Collaborates with upper management to complete employee evaluations as defined according to each section.
• Ensures customer service representatives (CSR) are informed of all procedural and product updates.

Knowledge, Skills and Abilities:

• Makes sound decisions based on HCTRA policies and procedures with minimal assistance.
• Strong customer service skills with an emphasis on de-escalation and negotiation skills.
• Strong communication (written and verbal) and interpersonal skills.
• Working knowledge of personal computers and related software including Microsoft Office.
• Ability to lead a team.
• Ability to maintain confidentiality.
• Knowledge of the State statute and requirements for toll violation and collection processes.

Physical Demands:

The position mostly requires sitting in an office environment, occasionally some standing, and light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.

Position Type and Typical Hours of Work:

This is a full-time position.

• Training Schedule: Monday- Friday 8 AM - 4:30 PM
• After training: Schedule will be assigned, 5 days a week, 8-hour shift, Monday- Saturday 7:00 AM- 8:00 PM * If you are scheduled to work on Saturday, you will be given a day off Mon-Fri

Required Education / Experience:

• A high school diploma or G.E.D. equivalent is required from an accredited institution.
• Minimum three years of call center - customer service experience
• Minimum one year of call center management experience
• Fluent in English & Spanish
• Travel to other call center locations

Other Duties:

This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this position. Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time.

Job Types: Full-time, Temporary

Expected hours: 40 per week

Work Location: In person - Various locations