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Title

Team Manager (Bilingual) 

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Description

Valor Global is looking for an excellent Bilingual Team Manager (both Spanish and English fluent) to join our growing team!

Essential Duties and Responsibilities:

  • Manage a team of approximately 15-25 agents and ensure that all key metrics of performance per clients are met or exceeded
  • Act as the first level of escalation and resolve all people issues within the team through regular feedback, one on ones, and team meetings
  • Manage team performance; responsible for the overall development of the team and institute and enhance team performance and creative motivation, foster career advancement of the team members within the project or with lateral movement
  • Manage retention and attrition
  • Ensures company policies and procedures are adhered to
  • Work closely with QA/mentors to discuss errors/quality issues
  • Implement all programs, systems and procedures required by management
  • Work very closely with associates to resolve issues/problems through coaching
  • Conduct regular meetings/daily huddles to assigned team to discuss project and administrative concerns
  • Train and onboard new employees

Key Competencies:

  • Ability to communicate effectively with team members
  • Schedule flexibility
  • Demonstration of leadership qualities
  • Must be a team player

Skills and Qualifications:

Customer Service, Customer Focus, Phone Skills, Listening, Verbal Communication, Data Entry Skills, Product Knowledge, Job Knowledge, Objectivity, Dependability, Multi-tasking

Alignment with Core Values:

  • Exceeding Expectations
  • Admiring Our People
  • Being Passionate about Making a Difference
 
Position Requirements

Requirements

  • Bilingual in Spanish and English (fluent) is a MUST
  • Proven experience as call center supervisor or similar supervisory position
  • Experience in customer service is essential
  • Working knowledge of MS Office
  • Tech savvy with knowledge of telephone equipment and relevant computer programs
  • Knowledge of performance evaluation procedures
  • Outstanding communication and negotiation abilities
  • A results-oriented approach
  • Excellent organizational and leadership skills
  • Ability to work under pressure
  • High school diploma
 
Full-Time/Part-Time Full-Time  
Rate of Pay  
Position Team Manager  
Location Phoenix  
About the Organization Valor Global was founded in Phoenix, Arizona in 2004. A family owned business, we focus on culture and admiring our people both inside of our business and community. We are a contact center business hired by a variety of global companies to handle all of their customer service and needs.
At Valor, we believe in Servant Leadership and Conscious Capitalism and believe that a well-aligned higher purpose positions people for success. Any company is only as strong as the culture and core values that its people believe in and live each day. By recruiting, retaining and developing self-motivated and inspiring people we ensure that we are able to provide extraordinary solutions to the customers.
Valor is fully vested in your success. Our culture, core values, industry leading low attrition, LEAN and Agile methodologies provide our customers access to a global infrastructure and a team of 1,000+ employees with enterprise systems and processes without the bureaucracy and red tape; our leadership team is accessible and available. Our organization prides itself on the ability to remain responsive and flexible to your business needs. We are a top performer with our clients with a successful track record in outperforming our competition.  

This position is currently accepting applications.

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