Good morning,

We are Bilingual Staffing Solutions, Inc, Atlanta’s Leading Bilingual Human Resources, Recruiting and Consulting Firm.
We are currently interviewing bilingual (English/Spanish) candidates for the following position:

Job title: Call Center Supervisor
Company: Marketing and Technology
Status: full time
Salary: $50.000 yearly
Location: Alpharetta, Ga.

Position Summary:
Responsible for directing and controlling the detailed day-to-day operations of the Call Center.

Responsibilities/ Essentials Functions:

1. Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching training, professional development and corrective action.
2. Perform quality checks, develop and review performance reports, identify areas to improve and implement measures to improve performance.
3. Lead workflow distribution and floor management to ensure service level are consistently met.
4. Develop and implement process improvements and effectively manage change to ensure departmental objective are met.
5. Resolve escalated client concerns and dispute.
6. Communicate changes to the Representatives, Team Leads, Management Team as required.
7. Maintain, modify and distribute policy and procedures.
8. Complete weekly status reports.
9. Work closely with the training Specialist to ensure that the training program is meeting the departmental needs.
10. Work closely with the Reports Analyst to ensure on- going reporting and website updates are completed in a timely manner.

Position Requirements:

1. Associated degree or equivalent in a related field.
2. A minimum of 5 years of customer service experience, with at least 2 years in a lead/ supervisory role. Lottery industry knowledge is preferred.
3. Strong verbal and written communication skills.
4. Excellent organizational, multitasking skills and problem solving skills.
5. Must be efficient with the use of a PC.
6. Must be willing to travel and work after hours and weekends.
7. Must have strong, positive people skills and the ability to mentor others.
8. Ability to work with others in a team environment.