Alexandra Lozano Immigration Law PLLC

Case Engagement Center Supervisor - Bilingual English/Spanish

Location AR-B-
ID 2024-1350
Category
Operations
Position Type
Full-Time
Remote
No

Overview

As the Case Engagement Center Supervisor, you will be responsible for overseeing the operations and performance of our customer support team. You will lead a team of dedicated professionals to ensure timely and effective resolution of customer inquiries, complaints, and escalations. Your primary objective will be to drive customer satisfaction and loyalty while optimizing operational efficiency.

Responsibilities

 

  • You would be responsible for leading and managing the Case Engagement Center team, including hiring, training, and supervising staff. This involves setting performance expectations, providing feedback, and ensuring the team meets its goals and objectives.
  • Developing strategic plans and initiatives to enhance the effectiveness and efficiency of the Case Engagement Center. This could involve implementing new technologies, streamlining processes, or improving customer service protocols.
  • Overseeing the management of cases and inquiries received by the Case Engagement Center. This includes ensuring that cases are handled promptly, accurately, and in accordance with established procedures and policies.
  • Implementing quality assurance measures to monitor and improve the quality of service provided by the Case Engagement Center team. This may involve conducting regular audits, reviewing customer interactions, and providing feedback and coaching to staff.
  • Continuously striving to enhance the customer experience by identifying areas for improvement and implementing initiatives to address customer needs and preferences.
  • Collaborating with other departments and teams within the organization to address complex issues and ensure seamless coordination of efforts. This could involve working closely with sales, marketing, product development, and other relevant teams.
  • Analyzing data related to case volume, trends, and customer feedback to identify insights and opportunities for improvement. You would also be responsible for preparing and presenting reports to senior management on the performance of the Case Engagement Center.
  • Ensuring compliance with relevant regulations and internal policies governing the handling of cases and customer information. This includes implementing controls to mitigate risks and ensure data security and privacy.
  • Promoting a culture of continuous improvement within the Case Engagement Center team by encouraging innovation, soliciting feedback, and implementing best practices.
  • Performs other related duties as assigned.

Qualifications

  • Bachelor's degree in business administration, management, or a related field. MBA preferred.
  • Minimum of 5+ years of experience in customer service management, with a proven track record of success in a leadership role.
  • Strong leadership and team management skills, with the ability to inspire and motivate others.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders at all levels.
  • Demonstrated ability to drive operational excellence and improve customer satisfaction metrics.
  • Analytical mindset with proficiency in data analysis and reporting tools.
  • Experience in industry/sector is a plus.
  • Flexibility to work in a fast-paced and dynamic environment.

 

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