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Supervisor, Operations

Company Name:
Concentrix
Title: Bilingual SUPERVISOR, OPERATIONS-VZT State Farm
START DATE: IMMEDIATE
LOCATION: TEMPE, AZ
JOB SUMMARY:
We are looking for a Bilingual Operations Supervisor to supervise a group of inbound call center professionals in person and remotely to include, but not limited to, motivating a team to reach/exceed goals, reporting, and controlling expenses.
- Provide consistent coaching and development to staff including, but not limited to, ongoing training, quality monitoring, delivering disciplinary actions, and delivering employee performance evaluations.
- Ensure that all agents are meeting statistical targets and provide action plans for those that fall below expectations.
- Manage outbound service level goals (for multiple OEMs) through staffing, scheduling and daily task assignments.
- Provide program and agent performance reporting as required, including statistical analysis and reporting.
- Coordinate issue resolution for all levels of escalated issues including those identified by the client, customers, and management.
- Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies.
- Represent the organization in various meetings with the client and management team. Ensures that the actions of the group are met and are in line with client goals.
DESIRED SKILLS:
- Bilingual English/Spanish a plus
- AAS Degree (BA/BS preferred) and a minimum of 2 years relevant call center experience or the equivalent combination of education and experience.
- Minimum of 1 year of previous supervisor experience in a call center environment.
- Demonstrated in previous and current role to take on additional responsibilities while maintaining the current ones. Ability to multi-task, work under deadlines and excel in a fast pace ever changing environment is a must.
- Business communications skills including, but not limited to, preparing reports, speaking before groups of people or individuals, and negotiations.
- Siebel experience preferred.
- Ability to work and strive in a dynamic work environment.
- Previous quality assurance and/or training experience a strong plus.
- Ability to work a non-standard work schedule and at times, outside normally scheduled shift to meet demands.
- Ability to learn and apply multiple forms of product & program knowledge and procedures.
- Must have past experience supervising large groups of individuals.
Apply At: https://rn21.ultipro.com/SYN1005/jobboard/NewCandidateExt.aspx?__JobID=3046
What we Offer:
A rapidly growing company with significant career growth opportunities
A culture committed to teamwork and continuous improvement
An attractive compensation package including medical, dental; PTO, paid holidays.
THE COMPANY:
Concentrix is a recognized leader in providing platforms, people and services to support high-value interactions at every stage of the customer lifecycle.
Acquire. Support. Renew. From initial customer acquisition through renewal our suite of complementary services and technology provides you with the support you need to satisfy even the most complex customer requirements. By delivering from our locations in Asia, Europe, Latin America, Canada, and the United States in over 33 major languages, we give our clients the global reach essential for business success. Our results: satisfied clients, some with relationships of 12 years or more.
Concentrix - A SYNNEX Corporation Company is an Equal Employment Opportunity employer M/F/D/V and is committed to the Quality Policy.

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