Team Manager Customer Experience - Temporary - Bilingual Spanish
RemoteUnited States
Job Summary
Facilitate daily agent coaching and development sessions in written and verbal formats while managing team time entry to ensure zero discrepancy rates. Coordinate moderate-level supervision over 20 to 24 subordinates, including regular mentorship, performance communication, and coaching. Address agent training needs, diffuse irate customer calls, and handle escalated calls as required. Manage program-specific performance standards such as AHT, quality scores, and sales, while overseeing staffing adjustments for workflow efficiency. Complete weekly scorecards for Operations Manager review and maintain up-to-date employee documentation. Ensure high-level customer service standards are met across all subordinate staff.
Required Qualifications
- Bilingual Spanish
- Moderate level supervisory work
- Regular supervision over 20 – 24 subordinate personnel
- Attention to detail
- Ability to coordinate across teams
- Ability to anticipate problems
- Ability to implement solutions
- Ability to facilitate daily agent coaching and development sessions
- Ability to participate in client calibration sessions
- Ability to participate in project planning
- Ability to identify and address agent training needs
- Ability to manage team's time entry
- Ability to manage program specific performance standards
- Ability to manage financial implications of attrition and attendance
- Ability to manage staffing in accordance with program specific workflow
- Ability to complete weekly Team Manager Scorecard
- Ability to diffuse irate customer calls
- Ability to provide agent support via handling escalated calls
- Ability to maintain up-to-date employee files and documentation
- Ability to ensure high level customer service is being practiced by all subordinate staff
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