Call Center Supervisor (Bilingual) at Long Motor Corporation in Lenexa, KS

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Are you ready to take your career to the next level?  Then Long Motor Corporation is looking for you!!

Long Motor Corporation, a growing mail order distribution house based in Lenexa, KS, is seeking a Bilingual Call Center Supervisor.   The Bilingual Call Center Supervisor is responsible for delivery of exceptional customer service experience with our LMC Customers and Employees that requires an understanding of LMC’s products, technology, policies, and processes ensuring adherence to best customer service practices by planning, organizing and directing the performance of team members.

 

Essential Duties and Responsibilities: Include the following and other duties as assigned or directed.

 

  • Inspires and coaches team members to follow best practices when responding to inquiries through Phone calls, Social Media and Email communications to ensure accurate responses and solutions with LMC Customers.

  • Monitors, prioritizes and ensures achievement of Key Performance Indicators for all communication channels and queued work responsibilities supported by the Call Center Team.Adjust staff assignments as needed.

  • Assists with the development and completion of training programs (New Hire, Seasonal, Cross-functional, One-on-one, Specialized) to ensure the Call Center Team is knowledgeable and confident in responding to inquiries from Customers.

  • Provides regular feedback, coaching, counseling and recognition to team members ensuring personal development and success in position through Quality Assurance Program, weekly One-on-One feedback session and scheduled information meetings.

  • Handles escalated incidences as needed and resolves in the best interest of the customer, employee and company.

  • Assists with recruiting initiatives, interviews and hires qualified candidates for open call center positions.

  • Perform other duties as assigned.

     

    Ideal Characteristics

    Responsible, Integrity, Teamwork, Customer Service, Excellence, Accountability

     

Abilities and/or Skills

  • Customer-focused, with energetic, motivated positive leadership style.

  • Ability to implement changes as needed to optimize efficiency and productivity.

  • Proficient in Microsoft Outlook, Excel & Word

     

Education & Experience Qualifications

  • Must be bilingual in Spanish
  • High School Diploma or an equivalent GED required.
  • College degree in business preferred.
  • Three to five years’ leadership experience in Customer Service or a Call Center environment is preferred.
  • Meet KPI’S.

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