This job board retrieves part of its jobs from: Toronto Jobs | Emplois Montréal | IT Jobs Canada

Check out new job offers everyday

To post a job, login or create an account |  Post a Job

Universal Language Service, Inc.: Contact Center Operations Supervisor

Universal Language Service, Inc.

This is a Full-time position in Woodridge, WA posted June 10, 2021.

CONTACT CENTER OPERATIONS SUPERVISORJob Type: Full-timeNumber of hires for this role: 2Full Job DescriptionDUTIES AND RESPONSIBILITIES:* Organizes, directs, and monitors daily activities of customer service representatives/schedulers / data-entry clerks (staff).* As a first-line supervisor, you will directly oversee a team of CSRs within a contact center environment.* Distributes workload to Contact Center staff; monitors and reviews performance.* Monitors service calls to observe staff demeanor, accuracy, and conformity to company policies; Motivates employees andprovides frequent feedback for coaching and development.

Performs counseling and disciplining actions as needed for performance improvement.* Monitors and analyzes productivity of Contact Center staff; generates reports basedon analysis.* Maintains and improves Contact Center operations by monitoring employee performance and KPIs; identifies and resolvesproblems; prepares, documents, and completes action plans; executes process improvement and quality assurance programs.* Prepares Contact Center performance reports by collecting, analyzing, and summarizing data and trends, and produces those reports to upper management on a daily, weekly or monthly basis.* In collaboration with upper management, meets Contact Center financial objectives by estimating requirements; prepares an annual budget; schedules expenditures; analyzes variances; initiates corrective actions.* Develops a continuous improvement strategy.

Utilizes metrics to create accountability for each sub-division focused on cost reduction, quality control, customer satisfaction, and efficiency improvement.* Develops knowledge of using Genesys PureConnect platform contact center and communications solutions.

Able to operate Microsoft products such as MS Word, Excel, Outlook, PowerPoint, Internet Explorer or equivalent.* Develops knowledge on using Salesforce platform to produce reports, set up dashboards, etc.* Works closely with a Contact Center Operations Manager to design, develop, and implement processes that increase yield and/or improve quality of OPI (Over-The-Phone), VRI (Video Remote) In-Person Interpretation and Document translation/localization services; meet or exceed established production goals in a cost-effective manner, and ensure all operational, administrative, and compliance functions within the firm are being properly executed in accordance with regulatory-based best practices* Works closely with a Contact Center Operations Manager and ICT Department Director to plan, develop, organize, write, and edit operational procedures, manuals, knowledge base, employees tests, and quizzes, produce tutorials to help end-users use a variety of portals and applications.* Serves as backup for Help Desk in troubleshooting basic phone equipment settings.* Serves as backup for Contact Center Operations Manager; cover Contact Center Operations Manager responsibilities during PTO’s and absences.* Responds to calls from after-hours staff to address concerns requiring urgent attention.* Performs duties of sub-divisions as needed, acting as a flex team member between Scheduling, Data-Entry, Confirmations, On-Demand / Pre-Scheduled Language Services to provide additional support.* Assists with recruiting, selecting, orienting, and training employees.* Maintains professional and technical knowledge by tracking emerging trends in Contact Center operations management; attends educational workshops; reviews professional publications; establishes personal networks; benchmarks state-of-the-art practices; participates in professional societies.* Stays up to date on industry regulations, trends, and technology.* Ensures that safety policies are followed; acts as Floor Safety Warden in compliance with building requirements.* Other special projects and assignments, as required.MINIMUM QUALIFICATIONS:* High school diploma, GED, or equivalent.

Ideally, Associate or bachelors degree (B.

A.) or equivalent, two to four years related experience, or equivalent combination of education and experience.* Have a minimum of 3 years of Contact Center Operations Supervisor work experience.AS A CONTACT CENTER SUPERVISOR, YOU MUST HAVE:* Basic competence in duties and tasks of supervised employees and leading by example.* Strong organizational, problem-solving, and analytical skills.* Ability to manage priorities and workflow.* Excellent customer service and interpersonal skills.* Good judgment with the ability to make timely and sound decisions.* Creative, flexible, and innovative team player* Commitment to excellence and high standards.* Excellent written and verbal communication skills.* Have no restrictions about work schedules.PHYSICAL DEMANDS* Requires sitting or standing for extended periods of time.* Extensive use of computer on a daily basis.* Occasionally may be required to lift light items.BENEFITS HIGHLIGHTS:* Dental insurance* Disability insurance* Employee Assistance Program* Employee discount* Flexible schedule* Health insurance* Health savings account* Life insurance* Paid time off* Career/Professional development.* Referral program* Retirement plan 401(k)* Vision insurance* Universal Language Service provides competitive pay and bonuses/merit increases based on individual and company performance.EQUAL OPPORTUNITY EMPLOYERUniversal Language Service is an equal opportunity employer.

We have 0 tolerance for discrimination or harassment of any kind.

We also maintain a drug-free workplace.

Employees safety, growth, and success are our priority.

We focus on career development so our employees can advance their careers internally.

We also offer a certified Leadership Development program for our employees.Here at Universal Language Service, we value:Work with Passion* Love what you do, and the result will be a by-product.

Believe nothing is impossible.Practice Ownership Mentality.* Take ownership.

Act like an owner.

Think big, be accountable and take initiatives.Embrace Diversity and inclusion* Differences are respected and valued.

Everyone has an equal opportunity to contribute to and influence every part and level of a workplace.Act with Integrity* Do the right thing even nobody is watching.

Your character matters.Focus on Impact* Know what you do will make a difference in peoples lives.Go Extra Mile* Go beyond to deliver an exceptional result.

Your hard work will not be unnoticed.

Keep challenging yourself and setting your bar high.ABOUT US:Universal Language Service is the premier Interpreter and Translator referral service agency offering experienced certified professionals for Over-the-Phone, Video Remote, On-Site Interpretation, Document, and Multimedia Translation in over 200 Languages including Sign.With our global presence, experience and expertise, we can handle projects of all kinds and of all sizes in a wide range of businesses across many industries like Healthcare, Government, Legal, Technical, Education, Insurance, Travel, and many more.In the workplace, we value honesty, diversity, integrity, and equal opportunity for everyone.

Our team members have different ethnic, religious, and political backgrounds, but we are all united to serve our community and our clients.24/7/365 shifts are available!****************** HOW TO APPLY: ************************For the next steps in the application process for this position, please complete the Online Employment Application and Typing Test through the links below:* Complete & Submit Application: https://workforcenow.Adp.Com/mascsr/default/mdf/recruitment/recruitment.Html?cid=51858e87-8199-4c41-bce3-6f1358149c2f& CcId=19000101_000001&JobId=362612& Lang=en_US&Source=CC4 (https://workforcenow.Adp.Com/mascsr/default/mdf/recruitment/recruitment.Html?cid=51858e87-8199-4c41-bce3-6f1358149c2f& CcId=19000101_000001&JobId=362612& Lang=en_US&Source=CC4)* Complete & Submit Typing Test: http://www.Typingtest.Com/* Please save these results to provide in the PHONE Pre-Screening Interview (instructions below)FIRST INTERVIEW / PHONE PRE-SCREENING:As your first interview, we would like for you to provide a summary of your skills, qualifications, and reasons you believe you would be an awesome member of the Universal Language team!Prior to calling, please be prepared to answer the following questions:* Briefly introduce yourself.* What made you apply for this position here at Universal Language Service?* How do you hold yourself and your team accountable?* How do you define ownership?* How do you balance high caring and high accountability as a leader?* According to your perspective, what is the ideal work environment?* What qualities or characters do you have to make you stand out from the rest of the candidates??Ready to tell us how great you are?

Call our Career line 1 (425) 455-6284 and LEAVE A MESSAGE.

Please limit your recorded response to 8 minutes or less.PI138510233