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Bilingual Contact Center Supervisor - GDIT sandy, utah

Bilingual Contact Center Supervisor - GDIT sandy, utah

Ad id: 1201176712864858
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General Dynamics is looking for a Bilingual Customer Service Supervisor to join our team. Our Bilingual Supervisor must be fluent in one the following languages a requred: Chinese (Mandarin), Chinese (Cantonese), Arabic, Korean, Vietnamese, Russian. The Call Center Supervisor monitors the daily operations of the CSRs to ensure contractual metrics are met. The Supervisor provides departmental leadership and supervision of call center employees.The Census Questionnaire Assistance (CQA) supervisor will lead a team of customer service representatives (CSRs) and ensure the CSRs meet required customer service and quality levels. The supervisor will be responsible for the productivity, quality and timeliness of work completed for their assigned team members. The supervisor will conduct regular coaching and feedback sessions with the individuals on his/her assigned team. The supervisor will report to the customer service manager. The supervisor may participate in interviewing and hiring recommendations and complete performance evaluations for members of their team. This is a temporary position expected to end in May. JOB RESPONSIBILITIESFollow defined Census program information, processes, and procedures.Provide departmental leadership in assigned functional area.Responsible for supervision of contact center employees to assure productivity, quality, and timeliness of work in the completion of assigned projects and departmental goals. Monitor staff quality and performance and provide feedback and coaching as appropriate.Monitor staff attendance/schedule adherence and enter exceptions, as necessary, into the workforce management tool. Assist with or deliver training alerts/critical updates to keep team current on changes that may occur in information or procedures.Perform tasks to assure service level and quality requirements are met.Participate in interviews and recommend hiring of contact center staff, as needed.Maintain department records related to CSR coaching and performance plete employee performance assessment at end of assignmentAdhere to the Title 13 requirements for maintaining confidentiality of all Census data.Immediately report system issues to manager or appropriate parties.Continually look for and suggest process improvements that will benefit GDIT and our customers (internal and external). Perform other duties as assigned.May be required to work weekends, holidays, or off:shift, as necessary. Overtime may be required. Weekend and night shifts available.BachelorA?s degree or equivalent work experience preferredHigh school diploma or GED required.Six months supervisory or leadership experience preferred.Minimum of one:year customer service or contact center experience required.Demonstrated customer service, leadership and team interaction skills required.Security Clearance required. Position contingent on ability to obtain low risk security clearance.SKILLS AND ABILITIES Must be able to read and speak English clearly, professionally and fluently. Fluency in one the following languages a requred: Chinese (Mandarin), Chinese (Cantonese), Arabic, Korean, Vietnamese, Russian.Bilingual agents will receive a pay differential and will be required to pass a language skills assessment test. Must have the ability to organize simultaneous tasks for individual assignments and the workflow of others within the unit.Must be able to respond professionally to difficult or tense calls/situations that may arise out of daily dutiesAbility to communicate effectively both verbally and in writing. Ability to prioritize and complete tasks within established contractual service levels required.Must have demonstrated leadership skills and good interpersonal skills.Demonstrated oral and written communication skills. Proven ability to work as a team member.Must be able to type at least 20 words per minute (WPM).WORKING CONDITIONS The work is typically performed in an office environment; which requires proper safety and security precautions. To ens


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Last Updated on: March 18, 2018
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