Call Center Supervisor (Bilingual)

August 27

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TechOp Solutions International

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TechOp Solutions provides technology and operational solutions to senior decision makers in federal, state and local governments, as well as private enterprises who must maintain situational awareness, collect critical information, strictly adhere to privacy and make timely risk-mitigated decisions despite the pressures of time and circumstance$1. .$1

Government Contracting • Management Consulting • Technology development and implementation • Media Monitoring • Social Media

51 - 200

Description

• Collaborates with the call center manager to determine operational strategies, technical specifications and metrics, and contributes to strategic plans. • Monitors performance with the objective of improving call center operations, troubleshooting admin and technical issues, and managing the implementation of improvement strategies. • Oversee a team of call center operators and daily operations, including schedule management. • Able to answer calls during periods of high call volume. • Queries database and prepares metrics and trend reports for leadership and other key stakeholders. • Support the creation and update and of SOPs, job aids, and other tools that improve operational processes. • Performs additional duties as assigned.

Requirements

• Bachelor’s degree and six years of call center supervisor experience; ( Education can be substituted with years of experience) • Familiarity with RAD Apps and CRM tools. • At least two years of experience working with ServiceNow or similar CMS platforms • Strong reading comprehension, writing, and communication skills • Bilingual proficiency in English and Spanish. • 6+ years managing the process of handling information requests and performing data searches in various systems • Law enforcement or immigration experience preferred