Bilingual Customer Support Supervisor

Key Responsibilities:

• Oversee daily operations of Customer Support Services to ensure adherence to quality standards and customer expectations.
• Manage a team focused on resolving processing issues, analyzing data, and handling service inquiries.
• Enhance customer service knowledge and skills within the team, fostering continuous improvement.
• Coordinate team activities to align with operational objectives and service delivery goals.
• Assist with communication across multiple channels such as calls, email, and web chat, and provide expert escalation support.
• Monitor service issues and team performance to ensure prompt resolutions in compliance with Service Level Agreements.
• Identify operational gaps and recommend improvements to enhance service delivery.
• Lead and mentor staff, effectively communicate organizational policies, and support recruitment and performance reviews.
• Recognize employee contributions and provide input on career advancement decisions.
• Define roles and expectations clearly to maintain progress towards priority goals.
• Communicate effectively with management, providing operational updates, insights, and recommendations for improvement.

Required Qualifications:

• Bachelor's degree preferred or equivalent relevant experience.
• 4-6 years of customer service or public relations experience.
• 0-2 years of management or supervisory experience.
• Bilingual proficiency in English and Spanish is essential for effective communication.
• Strong verbal and written communication skills.
• Proven leadership and customer service skills.
• Ability to organize and manage a team for optimal efficiency.
• Advanced problem-solving ability and a commitment to service excellence.
• Experience in building and mentoring effective teams.
• A meticulous focus on accuracy and detail.
• Ability to maintain composure under stress when dealing with customers and staff.
• Strong relationship-building skills with colleagues and leadership.

Preferred Qualifications:

• Experience supervising in a customer support environment.
• Involvement in multi-channel customer service operations.
• Experience handling escalations for complex customer and processing issues.
• Familiarity with Service Level Agreement environments and operational metrics.
• Proven track record of implementing workflow improvements.
• Experience in regulated or compliance-driven service industries.
• Skills in coaching staff within a high-volume customer-focused operation.

Compensation: The compensation range for this position is $61,000 - $62,200, and it may vary based on location, skills, education, and other factors.

EEO Requirements: ASM is committed to promoting a diverse workforce. We prohibit discrimination in all employment decisions, and our commitment applies equally to all individuals.

Physical Requirements: Reasonable accommodations may be made for qualifying individuals to perform job functions.

This job description outlines the primary functions and responsibilities of this role but is not comprehensive of all tasks.