TransPerfect Is More Than Just a Job…
Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

TransPerfect Is More Than Just a Job…
Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

The Call Center Supervisor (CCO) is responsible for overseeing the day-to-day activities of their team and ensuring they are performing job tasks, including customer services, in accordance with TransPerfect Connect standards of practice. Call Center Supervisors (CCO) are responsible for the maintaining a high level of productivity, ensuring high quality standards, and maintaining schedule adherence through team meetings and individual coaching sessions. They are also responsible for providing training on systems and processes during initial hire and follow-up training in the areas of, but not limited to, system operation, communication, customer service, and discipline training.

Position responsibilities:

Provide the highest level of customer service by effectively supervising a cadre of well-trained customer service agentsEnsure team abides by ethical practices and TPC standards, which are observed during customer service encountersAssure compliance to internal and external policies and procedures Develop, recommend, and implement measures to improve productivity, performance, quality, and career path for the teamResponsible for communicating policy updates and company information through team meetings, team huddles and one-on-one development sessions Ensure that all customer service agents are meeting their key performance indicators and responsible for performance managementAssist in research and analysis work efforts by providing input for forecasting, training program assessment, and quality assurance program calibrationDocument all coaching/development sessions in a timely manner including corrective actions and performance improvement plansInteraction with cross-functional support groups in order to manage the day-to-day operationsResponsible for all daily administrative duties (e.g., time card administration, payroll, etc.) as requiredIdentifies and resolves operational problems using defined processes, expertise and judgmentAbility to identify errors, inconsistencies in information, and make swift correctionsAct professionally with regards to appearance, conduct, and coworker interactions Keep all assignment-related information strictly confidentialParticipate in periodic self-evaluations, as well as quarterly center evaluation programs; conduct periodic evaluations of agents assignedMaintain familiarity with center systems and equipment updates to operate agent systems efficientlyPrepare reports that include status of agents assigned, shift coverage, and to convey agents’ needs and suggestions to upper managementUnderstand basic employment laws/regulations, HR procedures, and keep up-to-date with company policiesPerform other duties as assigned

Qualifications

Previous supervisory experience preferredExcellent communication (written and verbal) skills Exceptional customer service, telephone manner, and multitasking skills are a mustStrong organizational skills, sense of urgency, and attention to detail are essentialExperience in a call center environment preferredLeadership skills and ability to motivate and develop staffAbility to set, meet, and exceed targetsProficient in MS Office products: Word, Power Point, Excel

TransPerfect Connect is the world's leading provider of interpreting solutions. Because of this achievement, some of the most prestigious brands and organizations in the world are partnered with TransPerfect Connect, giving you the experience and opportunity to be on the front line for these corporations.

But at the end of the day, what this position gives you is the chance to make a difference. To make a difference to the tens of millions of people that don’t have the ability to communicate freely. To make a difference in your own life, as the interpretation industry is growing faster and faster each and every year. To make a difference for your future, as many of our former interpreters are now in managerial and supervisory roles. In addition, multiple Career Advancements with our global company.

TransPerfect provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by states, federal, or local law.