Bilingual Spanish Customer Service Supervisor
Company: MCI
Location: Garland
Posted on: April 5, 2021
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Job Description:
POSITION OVERVIEWEXPERIENCED CUSTOMER SERVICE SUPERVISOR
SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTSLooking for an
opportunity to work for a rapidly growing company? We are hiring
experienced bilingual Spanish-speaking call center customer service
supervisors to support Financial Services clients. Supervisors in
this role coach and develop a team of inbound customer service
agents and are directly responsible for the performance of their
team. Candidates for this role should be experienced, highly
organized, enjoy working with people, and possess a strong work
ethic. A background in call center operations management is
required, and customer service, technical support, or back-office
experience is preferred. This is a full-time, local, on-site
position and requires employees to report to work at one of our
physical contact center locations. To be considered for this role,
you must complete a full application on our company careers page,
including all screening questions and a brief pre-employment test.
--------------POSITION RESPONSIBILITIESWHAT DOES SOMEONE IN THIS
ROLE DO?Supervisors are responsible for the day-to-day activity and
development of 15-25 representatives within a complex call center
environment. The Customer Service Supervisor I position is
responsible for ensuring call quality from start to finish, and
pro-actively seeks ways to improve the internal processes and sales
results program-wide. As a supervisor, you will conduct regular
business meetings with representatives to complete performance
reviews and coaching to ensure maximum quality and production of
direct reports while working closely with the Operations Manager,
ensuring the overall adherence to corporate policies and
procedures. Essential Duties
In locations where state or local government has mandated the use
of masks, we will abide by the mandate, and REQUIRE masks be worn
when on-location. For more information on MCI's response to
COVID-19 please visit www.mci.world/covid-19. PHYSICAL
REQUIREMENTSThis job operates in a professional office environment.
While performing the duties of this job, the employee will be
largely sedentary and will be required to sit/stand for long
periods while using a computer and telephone headset. The employee
will be regularly required to operate a computer and other office
equipment, including a phone, copier, and printer. The employee may
occasionally be required to move about the office to accomplish
tasks; reach in any direction; raise or lower objects, move objects
from place to place, hold onto objects, and move or exert force up
to forty (40) pounds.REASONABLE ACOMODATIONConsistent with the
Americans with Disabilities Act (ADA) it is the policy of MCI and
affiliates to provide reasonable accommodation when requested by a
qualified applicant or employee with a disability unless such
accommodation would cause undue hardship. The policy regarding
requests for reasonable accommodation applies to all aspects of
employment. If reasonable accommodation is needed, please contact
Kate Murph, Vice President of Human Resources.DIVERSITY AND
EQUALITYAt MCI and its subsidiaries, we embrace differences and
believe diversity is a benefit to our employees, our company, our
customers, and our community. All aspects of employment at MCI are
based solely on a person's merit and qualifications. MCI maintains
a work environment free from discrimination, one where employees
are treated with dignity and respect. All employees share in the
responsibility for fulfilling MCI's commitment to a diverse and
equal opportunity work environment. MCI does not discriminate
against any employee or applicant on the basis of age, ancestry,
color, family or medical care leave, gender identity or expression,
genetic information, marital status, medical condition, national
origin, physical or mental disability, political affiliation,
protected veteran status, race, religion, sex (including
pregnancy), sexual orientation, or any other characteristic
protected by applicable laws, regulations, and ordinances. MCI will
consider for employment qualified applicants with criminal
histories in a manner consistent with local and federal
requirements. MCI will not tolerate discrimination or harassment
based on any of these characteristics. We adhere to these
principles in all aspects of employment, including recruitment,
hiring, training, compensation, promotion, benefits, social and
recreational programs, and discipline. In addition, it is the
policy of MCI to provide reasonable accommodation to qualified
employees who have protected disabilities to the extent required by
applicable laws, regulations, and ordinances where an employee
works.ABOUT MCI (PARENT COMPANY)In 2019 Marlowe Companies Inc.
(MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company
in the State of Iowa and was named the 452nd Fastest Growing
Privately Company in the USA, making the coveted top 500 for the
first time. MCI's subsidiaries had previously made Inc. Magazine's
List of Fastest-Growing Companies 15 times respectively. MCI is
headquartered in Iowa City, IA, and has nine customer contact
management centers, IT services, and business process outsourcing
service delivery facilities in Iowa, Georgia, Florida,
Massachusetts, New Hampshire, Nova Scotia, and South Dakota.
Driving modernization through digitalization, MCI ensures clients
do more for less. MCI is the holding company for a diverse lineup
of tech-enabled business services operating companies. MCI
organically grows, acquires and operates companies that have a
synergistic products and services portfolios, including but not
limited to Automated Contact Center Solutions (ACCS), customer
contact management, IT Services (IT Schedule 70), and Temporary and
Administrative Professional Staffing (TAPS Schedule 736), Business
Process Management (BPM), Business Process Outsourcing (BPO),
Claims Processing, Collections, Customer Experience Provider (CXP),
Customer Service, Digital Experience Provider (DXP), Account
Receivables Management (ARM), Application Software Development,
Managed Services, and Technology Services, to mid-market, Federal &
enterprise partners. MCI now employs 2,500+ talented individuals
with 150+ diverse North American client partners across the
following MCI brands: GravisApps, Mass Markets, MCI Federal
Services (MFS), The Sydney Call Center, OnBrand24, and Valor
Intelligent Processing (VIP). MCI provides products and services
under the following NAICS Codes: 511210 Software Publishers, 518210
Data Processing, Hosting, and Related Services, 519190 All Other
Information Services, 524291 Claims Adjusting, 524292 Third Party
Administration of Insurance and Pension Funds, 541511 Custom
Computer Programming Services, 541512 Computer Systems Design
Services, 541519 Other Computer Related Services, 541519
Information Technology, and Value Added Resellers, 541611
Administrative Management and General Management Consulting
Services, 541613 Marketing Consulting Services, 541690 Other
Scientific and Technical Consulting Services, 541990 All Other
Professional, Scientific, and Technical Services, 561110 Office
Administrative Services, 561320 Temporary Help Services, 561330
Professional Employer Organizations, 561421 Telephone Answering
Services, 561422 Telemarketing Bureaus and Other Contact Centers,
561431 Private Mail Centers, 561440 Collection Agencies, 561499 All
Other Business Support Services, 561990 All Other Support Services,
611430 Professional and Management Development
Training.DISCLAIMERThe purpose of the above job description is to
provide potential candidates with a general overview of the role.
It's not an all-inclusive list of the duties, responsibilities,
skills, and qualifications required for the job. You may be asked
by your supervisors or managers to perform other duties. You will
be evaluated in part based upon your performance of the tasks
listed in this job description.The employer has the right to revise
this job description at any time. This job description is not a
contract for employment, and either you or the employer may
terminate employment at any time, for any reason.-------_
Education Requirements:
High School Diploma/GED
Keywords: MCI, Garland , Bilingual Spanish Customer Service Supervisor, Other , Garland, Texas
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