What are the responsibilities and job description for the Bilingual Call Center Supervisor position at Fiesta Auto Insurance and Tax Services?
Job Summary:
Fiesta Auto Insurance is seeking an experienced and motivated Call Center Supervisor to oversee daily operations, manage a team of customer service representatives, and ensure high levels of efficiency and customer satisfaction. The ideal candidate will have strong leadership skills, a customer-focused mindset, and the ability to drive performance in a fast-paced environment.
Key Responsibilities:
- Supervise, mentor, and support a team of call center agents to ensure high-quality customer service.
- Monitor call center performance, analyze key metrics, and implement strategies for improvement.
- Conduct regular coaching sessions, performance reviews, and training programs to enhance agent skills.
- Handle escalated customer inquiries and complaints in a professional and timely manner.
- Develop and implement call center policies, procedures, and best practices.
- Collaborate with other departments to improve overall customer experience.
- Prepare reports on team performance, call volume, and customer satisfaction.
- Ensure compliance with company policies and industry regulations.
Qualifications & Requirements:
- High school diploma or equivalent (Bachelor’s degree preferred).
- Proven experience as a Call Center Supervisor, Team Lead, or similar role.
- Strong leadership, coaching, and team management skills.
- Excellent communication and interpersonal skills.
- Proficiency in call center software and CRM systems.
- Ability to analyze data and implement performance improvement strategies.
- Strong problem-solving skills and the ability to handle difficult customer interactions.
- Flexibility to work in shifts, including evenings and weekends if required.
Benefits:
- Competitive salary and performance-based incentives.
- Health, dental, and vision insurance.
- Paid time off and holidays
- Opportunities for professional growth and development.
- A dynamic and supportive work environment.
If you are a results-driven leader with a passion for customer service, we invite you to apply and become part of our team!
Job Type: Full-time
Pay: $40,000.00 - $50,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Education:
- High school or equivalent (Required)
Experience:
- Call center: 3 years (Required)
- Customer service: 3 years (Required)
Language:
- English and Spanish (Required)
Ability to Commute:
- Las Vegas, NV 89128 (Required)
Work Location: In person
Salary : $40,000 - $50,000
