Bilingual Consumer Relations Team Leader

The Contact Center Manager plays a crucial role in overseeing daily operations to ensure superior consumer service based on our brand needs. Key responsibilities include managing staff, monitoring contact volume, and creating a positive work environment. They track performance metrics, analyze data, and implement quality assurance programs to enhance consumer satisfaction. The manager also oversees scheduling, training development, assesses advisor performance, and manages delivery of client expectations. They prioritize continuous process improvement, prepare performance reports for senior management to ensure effective consumer service delivery.Operational Oversight:Manage the daily operations of the contact center, ensuring that all activities align with company and business policies and procedures.Monitor contact volume and workflow to ensure adequate staffing and resource allocation.Team Leadership:Lead, mentor, and develop a team of senior advisors and advisors, fostering a positive and productive work environment.Conduct regular one-on-one meetings and team huddles to provide support, guidance, and feedback.Conduct performance evaluations, provide feedback, and facilitate training and development programs.Performance Management:Establish and track key performance indicators (KPIs) and service level agreements (SLAs) to measure team performance and customer satisfaction.Analyze performance data to identify trends, areas for improvement, and implement corrective actions as necessary.Quality Assurance:Ensure that consumer interactions meet quality standards and adherence to best practices.Implement quality assurance programs to enhance service delivery and consumer experience.Conduct performance evaluations for advisors, providing constructive feedback and setting individual development plans.Monitor individual and team performance metrics, ensuring alignment with KPIs and SLAs.Liaison with Service Delivery:Collaborate with the Service Delivery team to ensure seamless communication and integration of services.Address and resolve any service-related issues or escalations in a timely manner.Consumer Experience:Develop strategies to improve consumer satisfaction and retention.Address escalated consumer complaints and resolve issues in a timely manner.Workforce Management:Oversee scheduling and staffing to ensure optimal coverage during peak, efficient operations and off-peak hours.Forecast contact volume, analyze contact volume trends and adjust workforce plans accordingly to meet demand.Assess Performance:Utilize aligned KPIs and SLAs to assess advisor performance and identify areas for improvement.Implement action plans to address performance gaps and enhance service delivery.Training & Development:Coordinate and facilitate training programs for new and existing advisors to enhance their skills and knowledge.Promote a culture of continuous learning and professional development within the team.Stewardship Processes:Uphold and promote the stewardship processes of the company, ensuring ethical and responsible management of resources.Support the development and implementation of best practices to enhance operational efficiency.Process Improvement:Continuously evaluate and improve contact center processes and workflows to enhance efficiency and effectiveness.Implement new technologies and systems to streamline operations.Reporting and Analysis:Prepare regular reports on contact center performance, presenting findings to senior management.Use analytics to make data-driven decisions and inform strategic planning.Liaison with Other Departments:Collaborate with other teams and departments (e.g., Service Delivery, Data & Analytics, IT) to align strategies and ensure a cohesive approach to consumer service.Act as a point of contact for cross-functional initiatives and projects.