About Emovis

At Emovis, we offer state-of-the-art toll-based mobility solutions and associated services for urban and interurban environments.  As the competence center for Abertis, a worldwide leading concessionaire managing 5000 miles of high-capacity, high-quality motorways, we look to bring the quality and efficiency Abertis demands to public sector transportation agencies. With over 40 years of experience and over 700 employees in 10 countries, we are trusted partners to Authorities and Tolling agencies worldwide.

Our vision at Emovis is to partner with transport leaders worldwide to accelerate their business toward seamless, sustainable, and inclusive mobility. We are expanding our footprint in the USA. As a result, we operate call centers, walk-in centers, and welcome centers throughout the United States.

Job Purpose

The Bilingual Call Center Supervisor (CSS) may report to the Call Center Manager or Back Office Manager. Responsible for supervising inbound CSR agent’s customer service operations. Coaches, mentors, and trains direct report staff. Provides continuous performance management, clarifies expectations, conducts employee performance evaluations, and provides feedback. Monitors workloads of team members and adjusts, as appropriate. Ensures adequate coverage and that correct procedures are followed. Oversee the team's hiring, leadership, management, and motivation, documents performance and manages team development initiatives.  

We are looking to fill full-time.  We offer various shift variations.  This is an on-site position at 2145 Metrocenter Blvd, Orlando, FL 32835

Responsibilities  

• Implement service training to update staff on customer response standards, scripts, operational policies, and procedures. 

• Respond to escalated calls with remedies or solutions.   

• Ensure agents comply with all call center objectives, performance standards, and policies.   

• Assist in the formulation of targets for individuals and teams.  

• Prepare staff work schedules to ensure coverage and coordinate training.  

• Support the Call Center team with day-to-day operations, approve leave, and monitor attendance and performance.  

• Monitor performance and coach employees to ensure performance towards KPI goals.    

• Lead by example; provide and coach the team on exceptional customer service as outlined within the agreed quality standards; this includes verbal, nonverbal, and written communication.  

• Responsible for monitoring and understanding customers’ needs and determining appropriate action.     

• Lead and partner with colleagues to update SOPs and policies.     

• Escalate and suggest improvements to the process.    

• Identify system and workflow improvements to enhance the team's efficiency.    

• Maintain records of customer interactions or transactions; register new accounts; record details of inquiries, complaints, comments, and actions taken to resolve customer inquiries.    

• Contribute to overall department targets by achieving KPIs.  

• May perform other duties as assigned. 

Educational Requirements

• High School Diploma or GED. 

Experience Requirements

• 2 years of Customer Service experience as a Call Center Customer Service Representative 

• 1 year of experience in a supervisor role, with at least 10 direct reports.  

Preferred Experience

• 6-Months of experience with the SunPass Program  

Travel Requirements

• No travel required.  

Physical Requirements/Demands

All requirements are subject to possible modification to reasonably accommodate individuals with a physical disability).

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their job.

While performing the duties for this job, the employee may be required/subjected to:

• Prolonged periods sitting at a desk, typing and working on a computer using repetitive motions.

• Standing, walking, lifting, carrying, reaching, pushing, and pulling. 

• Must be able to lift 15 pounds at a time.

Competencies

• Communication - Express ideas and deliver comprehensible messages, structuring them clearly and transparently while listening actively and being empathetic. Influences and creates an impact on others and shows strong negotiating skill. 

• Teamwork - Work with other, adopting collaborative and positive relationships to achieve common goals. 

• Change - Accept, embrace, and drive change, and innovation while being open to difference approaches, ideas, and proposals. 

• Results - Meets or exceeds goals and objectives by adopting an agile, dynamic, efficient, cost-oriented approach, eagerness, and optimism to get the best results. 

• Leadership - Build and lead the team toward common results, positioning oneself as a leader and role model for guiding, inspiring, and driving the performance and development of team members while spearheading a positive environment. 

• Strategic Mindset - Anticipates situations in the market while embracing the company's/department's strategic vision and mission. Achieves internal and external customer loyalty by utilizing quality and suitable proposed solutions. 

Why Work with Us

Emovis offers an excellent benefits package, including: 

• PTO (Paid Time Off) 

• Medical, Dental, & Vision Insurance 

• Holiday Pay 

• FSA, 401K plans 

Reward & Recognition 

We look after our talented teams, from market-competitive salaries to performance-based bonuses and flexible benefits packages.  

Be Part of Something Big 

What's more exciting than being at the forefront of one of the fastest-changing industries? Join our team and make your mark on the new global economy.  

Flexible Work Schedule 

Where possible, we'll help you work when you need to, because life happens.  

Everyone Has a Voice 

Innovation doesn't know hierarchy. We make sure everyone is heard, considered, and respected.  

Room to Grow 

Learning is built into every role here. You'll get mentorship and take ownership.  

Make Your Move 

Come for a tech job. Stay for a BD career. We support exploring new fields right under our roof.  

All-Inclusive 

Be yourself. That's who we're hiring. Our culture celebrates and supports the difference that makes each of us unique. It's how we build better products for the world...and career growth for you