Bilingual DES Call Center Team Manager
Any internal candidates considered for this role must meet established criteria related to attendance occurrences, disciplinary history, written warnings, and other key performance indicators set forth by the organization.
Candidates who are not Bilingual will not be considered
Company Overview
Valor Global is a recognized leader in delivering exceptional customer experiences through innovative call center solutions worldwide. Committed to fostering a positive culture of accountability, continuous improvement, and operational excellence, we specialize in enhancing customer satisfaction and employee retention across diverse industries.
Overview
We are seeking a dynamic Bilingual Call Center Team Manager to lead and inspire our multilingual customer service teams. In this energetic role, you will oversee daily operations, drive team performance, and ensure outstanding service delivery. Your leadership will empower your team to exceed goals while maintaining a positive and engaging work environment.
Duties
- Lead, motivate, and supervise a team of bilingual customer service representatives to achieve performance targets and deliver exceptional service.
- Develop and implement strategies to optimize team productivity, quality, and customer satisfaction metrics.
- Conduct regular coaching sessions, performance evaluations, and training to foster professional growth.
- Analyze operational data to identify trends, areas for improvement, and implement effective solutions.
- Coordinate with cross-functional teams to streamline processes and enhance overall customer experience.
- Manage escalations efficiently by negotiating solutions that satisfy both customers and company policies.
- Promote a positive team culture focused on accountability, teamwork, and continuous improvement.
Requirements
- Proven experience in supervising or managing call center teams, preferably in a bilingual environment.
- Strong leadership skills with the ability to motivate diverse teams and foster collaboration.
- Excellent communication skills in English and at least one additional language; fluency in multiple languages is highly desirable.
- Demonstrated project management abilities with a focus on process improvement and goal achievement.
- Solid analysis skills to interpret performance metrics and develop actionable insights.
- Experience in customer service, sales, negotiation, and conflict resolution.
- Ability to handle multiple priorities effectively while maintaining attention to detail. Join us to lead a passionate team dedicated to delivering extraordinary customer experiences
Work From Home Requirements:
- A quiet, distraction-free workspace is required — this includes avoiding interruptions from pets, children, television, music, loud neighbors, or other disruptions.
- This position requires full commitment; therefore, candidates must not hold additional employment during Valor’s working hours.
- During scheduled working hours with Valor, employees are expected to remain fully focused on their job duties and avoid any personal obligations that may impact availability or performance.
- Secure Workplace - Employees should work in a private area where screens and conversations cannot be seen or overheard by unauthorized individuals.
Technical Requirements:
- Minimum internet speed: 25 Mbps download / 5 Mbps upload
- Preferred internet speed: 50 Mbps download / 10 Mbps upload
- Jitter threshold: Should be 15ms or lower — higher jitter may result in voice and streaming issues
- Speed test recommendation: Candidates may be asked to complete a test using a provided link to verify connection quality
- Valor Global will provide equipment (loan basis)
- Basic computer literacy: Comfortable using MS operating systems (Windows) and navigating settings
- Troubleshooting mindset: Able to diagnose and resolve basic tech issues independently.
- Confident using browsers, search engines, and understanding online safety.
Equal Employment Opportunity Statement
Valor is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable law.
Employment Conditions:
Employment is contingent upon successfully passing a comprehensive background check.
All candidates must undergo and pass a thorough background screening, which may include verification of employment history, education, criminal records, and other relevant checks.
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