Bilingual Intake Support Supervisor

Full-time - Mid Level

Billings, MT

About the position

Reciprocity Industries is looking for a dynamic and driven leader to join our team of professionals. Reciprocity Industries offers competitive pay and excellent benefits. The Bilingual Intake Support Supervisor is responsible for being a mentor and coaching the Legal Intake Representatives as they field calls from clients. You will be responsible for taking an active role in the hiring process for employees. It will be important that you ensure your team has adequate training and have the tool they need for success. As you lead your team to success you will continue to support your agents after initial training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act as a resource for agents. To succeed as a Legal Intake Supervisor, you should be focused on helping your team build the necessary skills and knowledge to allow them to provide amazing customer service to our clients. You should be supportive, communicative, and attentive.

Responsibilities

• Provide direct supervision over an assigned team
• Taking an active role in the hiring process
• Providing training and helping ensure your team is prepared to respond to customer questions, complaints, and troubleshooting problems with services or products.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Answering agent questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Working with other supervisors and management team members to support agents and maximize customer satisfaction.
• Other duties and responsibilities as assigned

Requirements

• You must be at least 18 years of age or older
• 1-2 Years of Call Center experience preferred
• Strong leadership skills with the ability professionally lead a team of staff members
• Have excellent verbal and written communication skills
• Have superior interpersonal and customer service skills
• Have comprehensive technical skills
• Skilled in data entry
• Have high attention to detail
• Have the ability to operate effectively in a fast-paced environment with evolving requirements and priorities

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Employer-paid Employee Assistance Program (EAP)
• 401(k) plan
• Paid Time Off (PTO)
• Various voluntary benefits