Bi-lingual Call Center Supervisor

Required Skills:
Under the direction of the assigned manager, the Customer Service Supervisor is responsible for the supervision and performance of Customer Account Executives (CAE's) in all activities, including those which contribute to the acquisition, satisfaction, and retention of customers.

JOB DUTIES INCLUDE:
Analyzes and monitors daily telephone activity to ensure compliance with performance standards; plans and organizes work flow; establishes and communicates goals that result in excellent customer satisfaction and achieving business objectives; trains, evaluates, and counsels employees to help improve performance and productivity in sales and customer service; assists in the handling of assigned administrative responsibilities; assists in determining the resolution of all customer situations; and other functions as assigned.

NATURE AND SCOPE:
Supervise several CAE's and assist in developing and articulating goals for the system. Train sales and service skills, set individual goals, communicate those goals, and help representatives to attain them. Participate in employment decisions and monitor the performance of staff.

PROBLEM SOLVING:
Will work under minimal supervision. Creative thinking ability is needed to constantly adjust to changing products, markets, and customers and to devise new strategies to attain goals.

HUMAN RELATIONS SKILLS:
Must possess a high degree of interpersonal competence and listening skills in order to sell and to supervise people. Must be personable, approachable, enthusiastic, and able to relate to people with ease and comfort.

Supervise the activities of CAE's. This supervision will include, but not be limited to: selection, training, motivation, counseling, evaluations, setting goals, and discipline.

Organize workflow and schedules and make assignments to CAE's.

Conduct department meetings and communicate goals regularly.

Track and report on the success of activities.

Supervise audit activities of CAE's and submit reports detailing activity.

Work flexible hours, which may include weekends and evenings.

Assist and support in the efforts and administration of Comcast's Equal Employment Opportunity program.

Perform other related duties or tasks as assigned

MINIMUM QUALIFICATIONS:
Must be Bi-lingual in English and Spanish.

High school diploma or equivalent and minimum 2 years customer service experience.

PREFERRED QUALIFICATIONS: 3-5 years of customer service experience; 1-2 years demonstrated sales performance, 1-2 years supervisory experience. Excellent written and verbal communication skills - ability to communicate with professionals at all levels;
strong computer skills; excellent organizational abilities; knowledge of standard CATV equipment.