job description summarythe call center supervisor leads a team of direct reports at inhabit's hermosillo, mexico office and works closely with us‐based supervisors to provide consistent leadership throughout the epremium call center.
this position reports directly to the call center manager.what you'll do (functions & responsibilities)manage a team of assigned bilingual call center leads and call center representatives, including mentorship and coaching when appropriateconduct quality assessments and trainingassist with escalations via call, chat, and/or emailstay up to date on procedures/protocol changes and communicate updates to the teamanswer questions from call center associates with accuracy via internal group chatprovide feedback and insight to leaders with a focus on customer experienceprovide ideas to leaders with a focus on continuous improvementmay be required to handle inbound/outbound calls, chats and emails from residents and/or insuredsmay be assigned ad hoc projectsqualifications (minimum qualifications)3 years experience as a customer service representativedemonstrated professionalism with other associates and departmentsproficiency with all csr responsibilitiesfully trained to service all queuesfull access and training on all csr‐related technology platformspunctual attendance record including breaks and lunchesexamples of self‐developmentencourages and assists team members in difficult situationsbilingual spanish speaking experience requirededucation requirementshigh school diplomahigher education a pluscsr certifications a plustypefull timelocationhermosillo, mexico.
we have an in‐office work style, with most team members working in the office from monday to thursday and remotely on friday.equal opportunity employerour company is an equal opportunity employer and complies with all federal, state, and local laws, including providing reasonable accommodations to applicants.
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