Contact Center Supervisor (Bilingual: Spanish & English)

Job Locations US-FL-Doral
ID
2020-1257
Category
Customer Service/Support
Type
Full-Time

Company Overview

 
A vibrant company culture founded on the pillars of family, gratitude, and service. A portfolio of international brands dedicated to innovation in the personal beauty industry. A diverse team of talented professionals, united in their vision of achievement and growth. Welcome to Alcora.
 
Built upon the foundation of four brands united in purpose—L’EUDINE Global, MONAT, Project Beauty and B&R Products, Inc.—Alcora is perfectly positioned to lead the beauty and wellness industries in Latin America, North America, and beyond for decades to come. With its headquarters and manufacturing facilities located in the spectacular city of Miami, Alcora boasts an energetic, exciting corporate culture and a family of passionate professionals who thrive on the pursuit of excellence.
 
Some of the employee benefits we offer in ALCORA are:
 
*Medical, vision, and dental coverage for employees
*Paid time Off                           
*Paid holidays
*Matching 401k                
*Free Gym access

Job Summary

The MONAT Supervisor, Contact Center will successfully supervise Contact Center operations team with direct oversight of Contact Center Representatives. The supervisor develops, coaches, mentors, trains, reviews, and documents agent performance. This role assists in managing daily department workflow assignments, processes to enhance departmental effectiveness and implementation of new processes, products and services while maintaining quality and service level standards.

Responsibilities

 

  • Monitors staff calls to observe employee accuracy, professionalism and quality of care in serving our Customers and Market Partners, provides immediate feedback.
  • Participates in the creating of annual performance goal setting then communicates to staff and documents progress accordingly.
  • Works with Contact Center leadership and HR to determine corrective action and administers accordingly.
  • Conducts interviews for open positions and recommends new hires.
  • Maintains productivity and availability of Contact Center. Serves as escalation point to communicate promptly to I.T and Systems Support when related applications are unavailable, including extended evening hours and weekends to ensure timely recovery.
  • Manages team’s daily workflow assignments and process to enhance departmental effectiveness.
  • Serves as additional escalation point and resolves Market Partners and Customers issues escalated by team members regarding cases and other department issues. Interacts in a professional manner and promotes teamwork within Contact Center and other departments.
  • Provides phone support as required with high inbound call volumes to ensure service level agreements are met.
  • Fully comprehends and interprets systems in order to assist and answer Market Partners/ Customers and staff questions.
  • Fully comprehends all applicable Standard Operations Procedures and products, both current and new (as developed).
  • Handles and/or oversees any special projects as assigned by management.
  • Supports other internal departments as needed such as Program Management.
  • Reacts to change productively and handles other essential tasks as assigned.
  • Hires, develops, coaches, trains, reviews and documents employee performance and attendance to maintain productivity levels and increase department effectiveness.
  • Identify specific activities required to accomplish objectives, rank them in order of importance, and coordinate and take action to achieve desired results. Prioritize multiple activities and projects.
  • Mentors Contact Center team and conducts individual weekly performance meetings to discuss performance results and identify where additional coaching may be needed.

Qualifications

 

  • High School Diploma or equivalent 
  • Minimum 3 years experience in the Contact Center industry.
  • Experience supervising groups in a contact center environment.
  • Expert level written and verbal communication skills.
  • Bilingual: English and Spanish
  • Knowledge of Contact Center best practices and operations in multi skilled environment.

  • Experience with contact center metrics, and how they impact the overall performance of the organization. Ability to create and implement solutions using Contact Center analytics.

  • Strong knowledge on Microsoft Programs (e.g. Word, Excel, Power Point).
  • Understanding of contact center technologies including WFM, QA, and reporting.

  • Strong interpersonal skills and the ability to build relationships with stakeholders, including staff and external partners.
  • Organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail.
  • Demonstrated ability to achieve high performance goals and meet deadlines in a fast paced environment.
  • Emotional maturity, forward looking thinker, who actively seeks opportunities and proposes solutions.
  • Demonstrated proactive approaches to problem-solving with strong decision-making capability.
  • Highly resourceful team-player, with the ability to also be extremely effective independently.
  • Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer/client service and response.
  • Experience and proven ability to coach and mentor direct reports. 
  • Ability to work remotely. 

Preferred:

  • Associates degree in a relatable field.
  • Experience working with Multi-Level Marketing organizations.
  • Experience of effective leading a team in a contact center environment.