Contact Center Supervisor, Bilingual

Summary

Join Pacifica Continental as a Bilingual Contact Center Supervisor! This innovative US-based transportation company seeks a supervisor to lead and manage a remote bilingual team. Responsibilities include customer service, team management, case resolution, report analysis, KPI tracking, and process improvement. The ideal candidate possesses at least 5 years of contact center supervisory experience with a strong analytical background and bilingual English proficiency. This is a fully remote position, Monday-Friday, 9am-6pm.

Requirements

• Have at least 5 years of experience in contact center supervisor positions, having performed analysis of metrics, indicators, and reports
• Possess high analytical skills
• Have experience with report preparation and data management
• Have experience with process and team restructuring
• Have a degree or be an advanced student or graduate in Business Administration, Marketing, or related fields (desirable)
• Be bilingual in English (required)
• Be proficient in PC use

Responsibilities

• Be the principal responsible for customer service, with a strong vocation for team management and commercial case resolution
• Manage a bilingual online team distributed throughout the country, including assembling and analyzing reports and managing weekly calibration meetings
• Monitor key performance indicators (KPIs) in the area (service level, claim resolution time, claim trends, omnichannel management through Salesforce)
• Be responsible for the satisfaction survey and plans to incentivize customer satisfaction
• Develop and implement improvement plans for service levels and claim trends
• Monitor the surveys that are conducted
• Coordinate weekly operational follow-up meetings with the team in charge and C-suite level
• Possess a high capacity to restructure contact center processes

Preferred Qualifications

Have a degree or be an advanced student or graduate in Business Administration, Marketing, or related fields