Call Center Supervisor

TransPerfect Is More Than Just a Job

Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

Position Summary : Team Supervisors are responsible for overseeing the day-to-day activities of their team and ensuring they are performing all job tasks in accordance with TPC’s standards of practice.

Team Supervisors are responsible for the maintaining a high level of productivity, ensuring high quality standards, and maintaining schedule adherence through team meetings and individual coaching sessions.

Supervisors are also responsible for providing training on systems and processes during initial hire and follow-on training in the areas of, but not limited to, system operation, communication, and customer service.

Position responsibilities :

• Provides the highest level of customer service by effectively supervising a cadre of well-trained customer service agents.
• Assures compliance to internal and external specifications and standards relating to TPC’s standards of practice.
• Develops, recommends, and implements measures to improve productivity, performance, quality, and career path for customer service agents.
• Responsible for communicating policy updates and company information through team meetings, huddles and one-on-one development sessions.
• Ensure that all customer service agents are meeting their key performance indicators.
• Assists in research and analysis work efforts by providing input for forecasting, training program assessment, and quality assurance program calibration.
• Documents all coaching / development sessions in a timely manner including corrective actions and performance improvement plans.
• Interaction with cross-functional support groups in order to manage the day-to-day operations.
• Responsible for all daily administrative duties (e.g., time card administration, payroll, etc.) as required.
• Identifies and resolves operational problems using defined processes, expertise and judgment.
• Ability to identify errors, inconsistencies in information.
• Act professionally with regards to appearance, conduct, coworker interactions and promptness.
• Keep all assignment-related information strictly confidential.
• Participate in periodic self-evaluations, as well as quarterly Center evaluation programs; conduct periodic evaluations of assigned customer service agents.
• Maintain familiarity with center systems and equipment updates to operate systems efficiently.
• Understand basic HR laws / regulations and keep up-to-date with company policies.
• Perform other duties as assigned.

Required / preferred knowledge, skills, and abilities :

• Required High School Diploma or General Equivalency Diploma
• Required Excellent communication skills
• Required Excellent supervisory abilities
• Required Strong interpersonal and communication skills
• Desired Bachelor’s degree
• Desired Basic understanding of Word, Excel, and / or MS office suite.

Physical demands and work environment :

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Functions :

While performing duties of job, employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls;

reach with hands and arms; talk and hear. Employee must occasionally lift and / or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Finally, the employee generally works in an indoor office environment; working hours beyond the normal workweek may be required.

TransPerfect provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by states, federal, or local law.