Bilingual Call Center Lead

Bilingual Call Center Lead

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Located in biloxi, MS

Salary: $18

#bilgulf

Job Description:

As the Bilingual Call Center Lead, you will be responsible for overseeing daily operations in our call center, ensuring that our team provides outstanding customer service in both English and Spanish. You will mentor and support call center agents, monitor performance, and implement strategies to improve service quality and efficiency.

Key Responsibilities:

• Leadership & Supervision: Lead and motivate a team of call center agents, providing guidance, feedback, and training to enhance performance and job satisfaction.
• Customer Service Excellence: Monitor and evaluate calls to ensure adherence to company policies and high standards of customer service.
• Performance Management: Track key performance indicators (KPIs) and generate reports to assess team performance. Address performance issues and implement corrective actions as needed.
• Training & Development: Develop and deliver training programs for new hires and ongoing training for existing staff to keep skills current and aligned with company goals.
• Problem Resolution: Handle complex customer inquiries and complaints in both languages, resolving issues efficiently and professionally.
• Process Improvement: Identify opportunities for process improvements and implement changes to enhance productivity and service quality.
• Compliance: Ensure that all call center operations comply with company policies, legal regulations, and industry standards.

Express Office: Biloxi-Gulfport

979 Tommy Munro Drive

Biloxi, MS 39532

Email us

Apply Now

Bilingual Call Center Lead

Share

Top Job

Located in biloxi, MS

Salary: $18

#bilgulf

Job Description:

As the Bilingual Call Center Lead, you will be responsible for overseeing daily operations in our call center, ensuring that our team provides outstanding customer service in both English and Spanish. You will mentor and support call center agents, monitor performance, and implement strategies to improve service quality and efficiency.

Key Responsibilities:

• Leadership & Supervision: Lead and motivate a team of call center agents, providing guidance, feedback, and training to enhance performance and job satisfaction.
• Customer Service Excellence: Monitor and evaluate calls to ensure adherence to company policies and high standards of customer service.
• Performance Management: Track key performance indicators (KPIs) and generate reports to assess team performance. Address performance issues and implement corrective actions as needed.
• Training & Development: Develop and deliver training programs for new hires and ongoing training for existing staff to keep skills current and aligned with company goals.
• Problem Resolution: Handle complex customer inquiries and complaints in both languages, resolving issues efficiently and professionally.
• Process Improvement: Identify opportunities for process improvements and implement changes to enhance productivity and service quality.
• Compliance: Ensure that all call center operations comply with company policies, legal regulations, and industry standards.

Express Office: Biloxi-Gulfport

979 Tommy Munro Drive

Biloxi, MS 39532

Email us

Apply Now

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