The Supervisor (Bilingual) supports Customer Support Services to ensure customers are satisfied and staff performance meets business needs, operational expectations, and established service standards. This role directs and supervises staff responsible for resolving processing issues, managing case or COD processing status, analyzing data, conducting outreach for batch processing issues, and supporting inbound calls, outbound calls, email, web chat, and back-office functions. The Supervisor serves as the first escalation point for unresolved issues, drives adherence to Service Level Agreements, and provides leadership, coaching, and operational oversight to maintain a high-performing, customer-focused team.
Key Responsibilities
- Supervise and monitor day-to-day activities of Customer Support Services to ensure all work is completed in accordance with established Service Level Agreements, quality standards, and customer expectations.
- Direct staff responsible for resolving processing issues, managing processing status, analyzing data, and performing outreach related to batch processing issues and service inquiries.
- Develop and maintain advanced customer service knowledge and skills and support the ongoing development of these capabilities across supervised staff.
- Set priorities and coordinate team activities to align with operational objectives, workload demands, and service delivery goals.
- Assist with inbound calls, outbound calls, email, web chat, and back-office support services as needed, and serve as the first escalation point when standard troubleshooting efforts have been exhausted.
- Monitor service issues, queue conditions, and team performance to ensure timely resolution and compliance with Service Level Agreement commitments.
- Identify key issues, workflow gaps, and operational improvement opportunities, and recommend streamlined or new procedures to improve service delivery.
- Lead the designated program, department, or functional area through direct oversight, staff coordination, and communication of job expectations.
- Oversee, direct, and mentor subordinate staff; communicate organizational policies, procedures, and core values; and support staffing activities including recruiting, timecard approval, performance reviews, and disciplinary actions.
- Recognize and value employee contributions and provide input on promotions, compensation actions, and termination decisions, as appropriate.
- Define team roles and expectations clearly and provide direction to ensure consistent progress toward priorities, goals, and customer service outcomes.
- Communicate and collaborate effectively with management to provide metrics, reporting insights, operational updates, and recommendations.
Required Qualifications
- Bachelor’s degree preferred, or equivalent relevant experience.
- 4–6 years of customer service experience or related public relations experience.
- 0–2 years of management, supervisory, or team lead experience.
- Bilingual proficiency in English and Spanish, with the ability to communicate effectively in verbal and written customer service interactions.
- Strong written and verbal communication skills.
- Strong leadership and customer service skills.
- Ability to organize and supervise staff for maximum efficiency.
- Advanced problem-solving and interpersonal skills.
- Strong customer service orientation and commitment to service excellence.
- Ability to build, coach, and mentor effective teams.
- Ability to maintain consistent progress toward established priorities and goals.
- Strong focus on accuracy and attention to detail.
- Ability to remain calm and courteous toward customers, staff, and management during periods of stress.
- Ability to develop and maintain effective working relationships with customers, co-workers, and leadership.
- Ability to obtain and maintain a Public Trust clearance.
- U.S. citizenship required.
- No travel required.
Preferred Qualifications
- Experience supervising staff in a customer contact center, service center, or customer support environment.
- Experience supporting multi-channel customer service operations, including inbound calls, outbound calls, email, web chat, and back-office processing.
- Experience serving as an escalation point for customer or processing issues.
- Familiarity with Service Level Agreement-based service environments, operational metrics, and reporting requirements.
- Experience identifying workflow improvement opportunities and implementing procedural enhancements.
- Experience supporting regulated, government, or compliance-driven service environments.
- Experience coaching and developing staff in a high-volume, customer-focused operation.
Qualifications
Compensation Ranges
Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.