Bilingual Customer Service Supervisor at Overland Park

Job Description

We are currently accepting applications for a Bilingual Customer Service Supervisor in our Overland Park Call Center. Responsibilities include:

- Managing and directing a staff of approximately 15-18 Customer Service Advisors.

- Motivating and educating staff to deliver on departmental customer satisfaction results and performance goals.

- Developing strategies and processes for interacting with customers to improve their experience.

- Participating in the development and enhancementof general processes and/or coachingprocedures that will support company service and revenue generation goals.

- Interacting with internal departments to ensure the customers and employees needs are met.

- Developing, supporting and mentoring team members through the use of call monitors, team huddles, and monthly employee development plans, ensuring the feedback provided through these tools is accurate, complete, professional, timely, and provides the feedback andguidance necessary to ensure team members meet their goals.

- Recognizing, rewarding, and celebrating the successes and accomplishments of team members through the appropriate channels; and successfully fielding and finding resolution tocustomer escalations.

- Take incoming customer calls as required.

The current hours of operation for the Overland Park Service Center are 4:00AM 9:00 PM, 7 days per week.

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Job Requirements

Basic Qualifications
- Associates degree, or equivalent work experience
- Two or more years of experience as a supervisor in a customer service environment
- Must be fluent in English/Spanish

Preferred Skills/Experience
- Strong customer service and problem-solving skills
- Good knowledge of operational functions, systems, policies and procedures of
assigned area
- Ability to identify and resolve/escalate problems
- Good verbal and written communication skills
- Proficient computer skills, especially Microsoft Office applications

Country: USA, State: Kansas, City: Overland Park, Company: US Bank.