Call Center Supervisor – Customer Care Bilingual Spanish

The role

The Customer Care Supervisor manages and develops the contact center team. This person directs daily operations, provides coaching, and ensures targets are met through floor management and performance monitoring.

What you will do

• Maintain accurate and updated records of customer interactions and transactions.
• Ensure interactions follow PLS policies, procedures, federal guidelines and applicable laws.
• Ensure new processes and procedures are implemented and used effectively.
• Communicate and follow up on new information related to products, services, and procedures.
• Handle escalated calls for proper handling and follow-up.
• Retain low error margins for department and individual agents.
• Study and standardize procedures to improve efficiency of Contact Center team.
• Monitor productivity and generate reports for the Contact Center.
• Answer questions and recommend corrective services to address customer concerns.
• Motivate and drive team performance to achieve targets and Key Performance Indicators.

Required qualifications

• Previous Contact Center experience is required
• High school diploma or equivalent
• Proven people management experience, with the ability to coach, mentor and motivate
• Experience working in a fast-paced environment with ability to manage multiple competing tasks
• Ability to establish and maintain effective working relationships with peers, customers and management
• Effective customer service strategies with excellent customer service and organizational skills
• Must be able to sit and/or stand for long periods of time
• Ability to lift 15 lbs.

Nice to have

• Minimum of 2 years’ prior leadership experience
• Bachelor or Associates degree

Benefits

• medical/dental/vision
• 401k
• vacation
• opportunities for advancement
• on-going training available

About the company

PLS is a leading retail provider of financial services. The PLS Group is comprised of over 200 financial service centers in 12 states.