The Call Center Supervisor (BPO) is responsible for overseeing the day-to-day activities of their team and ensuring they are performing job tasks, including spoken language interpretation services, in accordance with TransPerfect Connect standards of practice. Call Center Supervisors (BPO) are responsible for the maintaining a high level of productivity, ensuring high quality standards, and maintaining schedule adherence through team meetings and individual coaching sessions. They are also responsible for providing training on systems and processes during initial hire and follow-up training in the areas of, but not limited to, system operation, communication, customer service, interpreter technique, and discipline training.
Position responsibilities:
Provide the highest level of customer service by effectively supervising a cadre of well-trained interpreter customer service agents
Ensure team abides by ethical practices and TPC standards, which are observed during interpreting encounters
Assure compliance to internal and external policies and procedures
Develop, recommend, and implement measures to improve productivity, performance, quality, and career path for the team
Responsible for communicating policy updates and company information through team meetings, team huddles and one-on-one development sessions
Ensure that all interpreter customer service agents are meeting their key performance indicators and responsible for performance management
Assist in research and analysis work efforts by providing input for forecasting, training program assessment, and quality assurance program calibration
Document all coaching/development sessions in a timely manner including corrective actions and performance improvement plans
Interaction with cross-functional support groups in order to manage the day-to-day operations
Responsible for all daily administrative duties (e.g., time card administration, payroll, etc.) as required
Identifies and resolves operational problems using defined processes, expertise and judgment
Ability to identify errors, inconsistencies in information, and make swift corrections
Act professionally with regards to appearance, conduct, and coworker interactions Keep all assignment-related information strictly confidential
Participate in periodic self-evaluations, as well as quarterly center evaluation programs; conduct periodic evaluations of interpreters assigned
Maintain familiarity with center systems and equipment updates to operate interpreting systems efficiently
Prepare reports that include status of interpreters assigned, shift coverage, and to convey interpreters' needs and suggestions to upper management
Understand basic employment laws/regulations, HR procedures, and keep up-to-date with company policies
Perform other duties as assigned
Qualifications:
Bachelor's degree preferred or a minimum of 2 years' interpretation operations experience; or equivalent combination of education and experience
Minimum of 2 years' interpretation experience required; in Over the Phone Interpretation environment preferred.
Previous supervisory experience preferred
Excellent communication (written and verbal) skills in English and Spanish language
Exceptional customer service, telephone manner, and multitasking skills are a must
Strong organizational skills, sense of urgency, and attention to detail are essential
Experience in a call center environment preferred
Leadership skills and ability to motivate and develop staff
Ability to set, meet, and exceed targets
Proficient in MS Office products: Word, Power Point, Excel
TransPerfect provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by states, federal, or local law.