Member Service Supervisor (Bilingual Spanish/English)

The Call Center Member Services Supervisor is responsible for leading the call center staff to provide excellent service to customers and to ensure Copart processes are followed under the general supervision of the Office Manager and/or Call Center Manager.

This is a hybrid position, but on site as needed

Must be bilingual in Spanish/English*

• Complete Daily/Weekly/Monthly Audits

• Plan, allocate and prioritize workload to meet operating requirements

• Establish monitor and ensure adherence to quality and quantity standards

• Measure performance with key metrics such as call abandonment, Average Handle Time, availability, etc.

• Handle Employee/Customer Service Issues

• Recommend organizational adjustments to efficiently and effectively accomplish assigned objectives

• Prepare monthly/annual results and performance reports

• Maintain clean office environment

• Enforce company policy and procedure

• Train staff

• Ability to complete all job tasks for positions supervised

• Travel as needed

• Maintain confidential information/documentation

• This is a 10am-7pm Supervisor shift

Required Skills & Experience:

• 1 plus years of supervisory or Customer Service experience (Candidates from similar industry's encouraged to apply)

• Bilingual (Spanish) Required

• Education: HS degree, some college or more preferred

• Proficient in MS Office Suite

• Ability to work in a fast paced environment

• Excellent communication skills -- written and verbal

• Excellent customer service skills and attitude

• Ability to delegate/prioritize work flow

• Ability to work independently or in a team environment

• Ability to coach, mentor, train staff

• Occasional overtime as needed