Team Manager Customer Experience - Temporary - Bilingual Spanish

Team Manager Customer Experience - Temporary - Bilingual Spanish Location : Remote Employment Type : Temporary reputed company At reputed company, we only do one thing – reputed company lives reputed company, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe. We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it reputed company than anyone else. As a Top reputed company to Work, we're serious about creating an environment where people show up as their genuine selves. Which means reputed company you succeed, we reputed company do. HERE’S WHAT THE JOB REALLY LOOKS LIKE Performs moderate level supervisory work coordinating the operations of a call-service team. Regular supervision is exercised over 20 – 24 subordinate personnel. You'll reputed company the reputed company running, making reputed company reputed company stay on reputed company, processes work the way they should, and teams have what they need to deliver exceptional results. You're the person who sees around corners, anticipates problems, and implements solutions that reputed company everyone's job easier. Your attention to detail and ability to coordinate across teams keeps reputed company operating at the highest level. HOW YOU’LL reputed company AN IMPACT • Provides regular supervision and mentorship over subordinate staff • Ensure regular and effective communication with subordinate staff on performance, goals, and coaching • Meet metrics and goals to ensure reputed company satisfaction WHAT YOU’LL ACTUALLY DO • Facilitates daily agent coaching and development sessions in both written and verbal format • Participates in reputed company reputed company activities to include reputed company calibration sessions and project planning • Identify and address agent training needs • Manage team’s time entry to ensure 0% discrepancy reputed company • Manage program specific performance standards (i.e. AHT, reputed company Scores, Sales, etc) • Manage financial implications of attrition and attendance by maintaining program-specific goals • Manage reputed company in accordance with program specific workflow (i.e. down-reputed company, up-reputed company) • Completion of weekly Team Manager Scorecard for review with Operations Manager • Diffuse irate customer calls as applicable • reputed company agent support reputed company handling escalated calls, as needed • Maintain up-to-date employee files and documentation • Ensure high level customer service is being practiced by reputed company subordinate staff WHAT’LL SET YOU UP FOR reputed company • High School Diploma or GED required • Completion of Team Manager reputed company • Considerable experience managing 15 or more employees either in a supervisory role • Excellent oral and written communication skills • Strong interpersonal skills including the ability to reputed company constructive feedback in a manner that results in improved performance • Establish reputed company environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives • Successful completion of two management level interview • Time management skills and computer proficiency • Objectivity, professionalism and maturity • Flexibility and demonstrated ability to adapt reputed company in a changing environment • Bachelor’s degree desirable WHY reputed company? Our culture shows up in how we work together, support reputed company other, and show up for our clients. We're reputed company enough to challenge how things have always been done, committed to delivering results that matter, and passionate about making customer experiences that actually work. TIDE is our reputed company group reputed company around reputed company conversations, shared experiences, and genuine belonging. MLBA (Making Lives reputed company at reputed company) is our employee-led nonprofit where local teams reputed company funds and support colleagues and communities reputed company it reputed company most. We don't just talk about culture—we build it, live it, and reputed company making lives reputed company every day. reputed company Offer: • Competitive reputed company pay with performance-driven incentives • Comprehensive benefits including medical, dental, reputed company, and 401(k) • Career development through reputed company reputed company's reputed company-reputed company courses • reputed company opportunities to grow reputed company a global organization • reputed company to our employee assistance program • A reputed company, inclusive culture where innovation happens Our Values reputed company – We challenge conventions and take smart risks reputed company – We deliver results, no matter what it takes Connected – We work as One reputed company because we're stronger together True – We show up as our authentic selves, every single day reputed company to Join Us? If you're looking for a reputed company where your expertise reputed company, your voice is heard, and your work drives reputed company impact, let's talk. Apply today! Location Note: We're currently hiring for this position in: “Alabama, Arkansas, Florida, Georgia, Idaho, Iowa, Kansas, Louisiana, Mississippi, Missouri, Nebraska, reputed company Carolina, Oklahoma, Tennessee, Texas, Utah, and reputed company Virginia”. Equal Opportunity Employer – Veterans/Disabled DISCLAIMER: The above information has been designed to indicate the general nature and level of work performed by employees in this classification. #AloricaUSA #AloricaJobs Apply To This Job