Bi-Lingual Customer Solutions Supervisor

• Location: United States
• Job Type: Full-time
• Category: Call Center Operations

Job Description:

The Bi-Lingual Work-At-Home Customer Solutions Supervisor job entails organizing and directing the daily activities of the virtual call center operation. The main responsibility of a Customer Solutions Supervisor is to manage, develop, and guide virtual call center agents and leads to ensure their ability to provide outstanding customer service and execute tasks effectively. Supervisors will also be accountable for resolving system outages, ensuring agents are meeting quality standards outlined in client contracts, calculating call center performance metrics, and analyzing reports to ensure efficiency. Supervisors will contribute to the development of new systems, take part in recruiting and interviewing tech agents, and have some reporting responsibilities.

Requirement:

• Must be able to maintain a noise and distraction-free environment
• Fluent in English and Spanish

Duties and Specifications:

• Managing and directing the daily activities of agents and leads
• Using all available tools to ensure effective supervising, planning, and managing functions
• Carrying out coaching, training, disciplining, and reviewing all agents and leads
• Acting as an information source and answering lead or agents questions, assigning tasks, following up and giving instructions as needed
• Resolving client and internal complaints and questions
• Ensuring that the team members acquire the appropriate support, tools and training to apply skills and knowledge on the job
• Carrying out performance measurement and evaluation of all agents and leads to improve efficiency
• Ensure consistent professional development of agents and leads
• Communicating solutions, successes, best practices and opportunities within the organization
• Practicing and ensuring compliance with Asurion and client policies and procedures

Skills and Specifications:

• Ability to inspire trust and credibility to support agents and leads in a helpdesk environment
• Must be able to ensure agents and leads are meeting or exceeding client expectations
• Excellent people and interpersonal skills to build effective relationships with internal and external professionals
• Excellent team building skills
• Ability to plan well and prioritize multiple projects simultaneously
• Maintain character under tight pressure in a fast-paced environment
• Excellent analytical skills to collect appropriate data and make good decisions quickly
• Strong written and verbal communication skills

Qualifications:

• Bi-Lingual in English and Spanish
• Bachelor’s degree or associate degree from an accredited institution
• 1+ year(s) experience in call center management
• Passion for technology
• Technical certifications preferred
• Experience with Avaya CMS and other helpdesk reporting tools
• Proven team-building experience, must have a track record of building teams that consistently exceed client expectations

About Asurion
For two decades, Asurion has led the technology protection industry around the globe. The Company provides premier support solutions to enable optimum use of technology; digital applications to protect their privacy and provide security; and rapid replacement of lost, stolen, damaged or malfunctioning devices. Asurion partners with the leading wireless companies, retailers and service providers enabling them to focus on their businesses and to provide services that delight their customers. Asurion’s 15,000+ employees worldwide specialize in fulfilling the needs of more than 280 million consumers. For more information about Asurion, including customer service ratings and reviews that help drive continuous improvement, please visit www.asurion.com.

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