Bilingual Call Center Supervisor

Job Description

Job Description

EverDriven is a rapidly growing, tech-enabled transportation management company, serving some of the most vulnerable children in our community.

We exist to ensure that children with special needs receive safe, efficient, and cost- effective transportation to and from school.

Our proprietary, best-in-class, technology solutions enable school districts and parents to easily plan, track and adjust each student’s trips, to and from school, and gives the student access to the educational experience they deserve.

Every Trip. Every Day. If you’re someone who thrives in a mission forward, fast-paced, technology driven environment, we would love to talk to you about a fulfilling career at EverDriven.

Position Summary :

The Call Center Supervisor will monitor and evaluate interactions, workflow, and metrics to meet performance standards and sales targets.

The supervisor will also participate in calls especially during peak hours and seasons.

Bilingual Salary : $65,000 / year + 10% bonus potential

Schedule : Monday-Friday, 11 : 00am-8 : 00pm

Responsibilities :

• Coach agents in best practices to respond to customer inquiries using scripts, dialogues, or talking points and how to identify opportunities to improve the internal and external customer experience
• Align with Customer Operations Leadership to establish, monitor, and coach to department-specific KPI dashboard
• Assist in the training of new-hires and provide continuous education to the team with the goal of providing consistent, excellent customer experience
• Handle a high-volume of incoming client / driver calls with a high level of professionalism
• Enter customer information into the data entry system
• Dispatch drivers to the client location
• Problem-solve transportation issues and properly document transactions
• Ability to de-escalate customer concerns and / or issues
• Read / understand maps and other geographical software
• Effectively communicate via telephone, email and messaging applications with a wide variety of customers, clients and employees
• Ability to cross-train and help in other areas between call volume peaks
• As a part of normal business operations, employees in this role may access and / or modify electronic Protected Health Information (ePHI) in a manner compliant with requirements set forth by the Health Insurance Portability and Accountability Act (HIPAA)

Requirements

• High school diploma, general education degree, or equivalent
• Bilingual fluency in Spanish and English, preferred
• 2 years' experience supervising a call center team, with emphasis on mentoring, skill development, and quality assurance
• Skilled in de-escalations w / the ability to stay calm when customers are stressed or upset
• Proficiency with technology and navigating multiple applications at a time

Benefits

• Medical, Dental, Vision insurance
• Virtual Doctor Visits with $0 Co-Pay
• Life Insurance (company paid)
• Short Term Disability Insurance (company paid)
• Long-Term Disability Insurance (company paid)
• Paid Time Off (PTO)
• Paid Holidays
• Paid Time to Volunteer
• Flex Spending Account (FSA)
• 401K Plan (with an awesome employer match!)
• Employee Assistance Program
• Employee Discounts Program

Commitment to ESG :

Since 2006, EverDriven has remained committed to incorporating environmental, social and governance fundamentals into the framework of our internal and external culture.

Today, ESG principles are part of the lifeblood of EverDriven and a driving influence that shapes not only our culture but all aspects of our day-to-day operations.

We believe ESG principles enable us to more successfully achieve our mission to help every child have an equal opportunity to learn, grow, and succeed.

Commitment to Diversity and Inclusion :

EverDriven is a mission-centered, action-oriented company that honors diversity and inclusion. Our customers come from all walks of life and so do we.

We strive to hire great people from a variety of backgrounds, not just because it’s the right thing to do, but because it makes our cultural health stronger.

In turn, our inclusive culture inspires our innovation and fosters a sense of belonging so we can continue to serve the most vulnerable populations with excellence.

Commitment to Equal Opportunity :

EverDriven is deeply committed to building a workplace where inclusion is not only valued but prioritized. We’re proud to be an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, disability, age, or veteran status, or any other non-merit based or legally protected grounds.

Visit our website and learn more about us at www.EverDriven.com