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Bilingual Lead Hand (English & Spanish)

Bilingual Qa & Trainer (1)
SUMMARY To lead a group of employees, and oversee the daily operations of one section within a company. To ensure that their team meets the goals and levels of production or service required. To provide support when needed and communicate any issues with upper management to reach business goals effectively. ESSENTIAL DUTIES AND RESPONSIBILITIES
  • Performance Management
    • Utilize daily stats to identify opportunities and coach on performance issues for those not meeting expectations.
    • Understanding scorecard metrics
    • Working with QA Training department to assist in on-boarding, coaching and error tracing
  • Leadership
    • Ability to lead by example and demonstrate exceptional customer service skills and subject matter expertise, handling escalations masterfully.
    • Maintain standards and accountability. Practice and ensure compliance of all company policies being enforced with the CSRs.
    • Ability to motivate team to meet department goals.
    • Advocate for front lines. Understanding challenges and working with upper management for solutions. Manage expectations and follow up to influence perceptions positively.
    • Strong real time queue management to ensure tasks are being completed as assigned.
    • Ability to utilize interval reporting data to delegate tasks accordingly and make changes throughout the shift as necessary.
    • Ability to communicate expectations and ensure everyone understands their job.
  • Reporting
    • Ability to produce reliable regular reporting (CSR development logs, escalation tracking etc.)
    • Cultivating meaningful business relationships with new affiliates with excellent attention to detail and follow through. Maintain daily reporting to closely monitor success of these client channels.
  • Other duties may be assigned
  • Yes
  • Excellent Time Management skills to meet daily/weekly/monthly deliverables
  • Comfortable using MS Excel and Word
  • Proficiency in technology – hardware and software necessary to perform job duties
  • Good interpersonal and conflict resolution skills
  • Ability to provide leadership to personnel in a fast-paced work environment
  • High level of customer service orientation
  • Strong work ethic and reliability
  • Strong active listening skills and verbal communication
  • Ability to multitask and prioritize
  • Strong decision making skills
  • Adaptability and accountability
  • Ability to work with multiple dynamic stakeholders
  • Minimum 3 years Call Center Experience in a Bilingual Role
  • At least 1 year Call Center Spanish Bilingual Lead Hand experience
  • Fluent and effective in verbal and written communication skills – both English and Spanish
  • Ability to read, analyze and interpret general business periodicals, professional journals, and corporate procedures/regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and responds to questions from a group of managers, clients, customers, and the general public.