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Job Details

Bilingual Spanish Escalations Team Leader-2nd Shift
  • Job ID #: 28648
  • Position Type: Full-Time
  • Education Required: HS Diploma/GED
  • Experience Required: 2 - 3 Years
  • Location: US-PR-San Juan
  • Functional Area: Customer Experience
  • Relocation Provided:

Position Description:

In a world where cellphones make communication possible anytime and anywhere, it has become a priority for many companies to have their calls answered at all times of the day. Stericycle Communication Solutions, a leader in the call center industry, provides live operator services to assist commercial and healthcare businesses process their telephone calls more effectively and efficiently. Whether it’s a phone call to a plumber about a leak or a call to a physician about a sick baby or an appointment, we are here to help, 24 hours a day, 7 days a week, 365 days a year. Position Description: This position is responsible for the delivery of superior customer service by ensuring calls are answered effectively and efficiently throughout the day. 

The primary functions of the Bilingual Spanish Escalations Team Lead are supervising overall call traffic, processing incoming calls, resolving escalated calls, dispatching supervisory calls, assisting Customer Care Coordinators with any client related questions and ensuring the Coordinators adherance to schedules, policies and procedures. 

Essential Duties & Responsibilities:
• Serves as traffic , floor and general supervisor; directing phone flow and taking questions to help with call management.
• Performs Cues and Searches (Message and Temp/Special), as needed.
• Delegates work to Reps, as needed. 
• Monitors Reps for quality and training purposes during down times.
• Reviews new and updated accounts with Reps (one-on-one). 
• Provides customer service, as needed. 
• Remains alert to conversations on the floor. 
• Handles system emergencies with direction from IT department and/or appropriate vendor. 
• Ensures compliance with company policies and procedures. 
• Assists with task assignments in the Supervisor's absence. 
• Monitors call traffic and makes adjustments based on call center traffic patterns. 
• Performs other related duties and special projects as requested.

Position Requirements:

• Education equivalent to a High School diploma/GED or the equivalent in related work experience. 
• Two years prior call center experience preferred. 
• Demonstrates experience handling complex customer calls. 
• Must have the ability to speak, read and write proficiently in Spanish & English
• Demonstrates a good working knowledge of Microsoft Office applications. 
• Must have the ability to work a flexible work schedule

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.