Bilingual Call Center Team Manager

Job Description:

The Team Manager is responsible for providing excellent sales and customer service through development and performance management of team members by inspiring, monitoring, coaching, and providing feedback. This position promotes the sales of products, strengthens customer relationships, and mentors and coaches inside personnel. Additionally, this position performs administrative duties, including hiring, scheduling, performance managing, and application of organizational policies and procedures. This position also provides leadership by delegating and empowering associates, recognizing and rewarding customer centric and sales behaviors, and communicating openly with the team.

MUST HAVE PRIOR CALL CENTER MANAGEMENT EXPERIENCE

MUST BE FLUENT IN ENGLISH AND SPANISH

Responsibilities/Skills/Experience Requirements:

Ensures the quality of Customer Service by monitoring, coaching and providing feedback

Handles escalated customer issues

Establishes performance criteria for developing associates to meet or exceed business and individual goals

Provides feedback as needed, on a continuous basis and during scheduled mid-year and annual evaluations

Acknowledges performance through recognition, which may include team incentive programs with expected and actual results

Requirements:

Bilingual (English/Spanish)

Excellent organizational and communication skills

Leadership skills

Ability to work well with others

Ability to prioritize multiple tasks and complete with little or no supervision

Strong knowledge of Microsoft Office

Sales experience