What are the responsibilities and job description for the Call Center Supervisor (Bilingual) position at TechOp Solutions International?
TechOp Solutions is seeking a bilingual individual with excellent communication skills (oral and written), strong reading/writing abilities, and extensive call center supervisory experience to support an exciting opportunity in a federal contact center environment.
The ideal candidate will have proven leadership skills, experience working with multiple CRM systems, and be a curious and efficient practitioner motivated to succeed in a fast-paced environment, working both independently and as part of a team.
Duties:
The ideal candidate will have proven leadership skills, experience working with multiple CRM systems, and be a curious and efficient practitioner motivated to succeed in a fast-paced environment, working both independently and as part of a team.
Duties:
- Collaborates with the call center manager to determine operational strategies, technical specifications and metrics, and contributes to strategic plans.
- Monitors performance with the objective of improving call center operations, troubleshooting admin and technical issues, and managing the implementation of improvement strategies.
- Oversee a team of call center operators and daily operations, including schedule management.
- Able to answer calls during periods of high call volume.
- Queries database and prepares metrics and trend reports for leadership and other key stakeholders.
- Support the creation and update and of SOPs, job aids, and other tools that improve operational processes.
- Performs additional duties as assigned.
- Bachelor's degree and six years of experience; or a master's degree with four years of experience; or an associate degree with eight years of related experience; or 10 years of related experience with no degree
- Familiarity with RAD Apps and CRM tools.
- At least two years of experience working with ServiceNow or similar CMS platforms
- Strong reading comprehension, writing, and communication skills
- Bilingual proficiency in English and Spanish.
- 6 years managing the process of handling information requests and performing data searches in various systems
- Law enforcement or immigration experience preferred
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