• Call Center Team Supervisor

  • Responsibilities

    Team Supervisors are responsible for overseeing the day-to-day activities of their team and ensuring they are performing all job tasks in accordance with TPC’s standards of practice. Team Supervisors are responsible for the maintaining a high level of productivity, ensuring high quality standards, and maintaining schedule adherence through team meetings and individual coaching sessions.    Supervisors are also responsible for providing training on systems and processes during initial hire and follow-on training in the areas of, but not limited to, system operation, communication, customer service, and discipline training.

    • Building and maintaining relationships with client and key personnel 
    • Provides the highest level of customer service by effectively supervising a cadre of well-trained customer service agents.
    • Assures compliance to internal and external specifications and standards relating to TPC’s standards of practice.
    • Develops, recommends, and implements measures to improve productivity, performance, quality, and career path for customer service agents.
    • Responsible for communicating policy updates and company information through team meetings, huddles and one-on-one development sessions.
    • Ensure that all customer service agents are meeting their key performance indicators.
    • Assists in research and analysis work efforts by providing input for forecasting, training program assessment, and quality assurance program calibration.
    • Documents all coaching/development sessions in a timely manner including corrective actions and performance improvement plans.
    • Interaction with cross-functional support groups in order to manage the day-to-day operations.
    • Responsible for all daily administrative duties (e.g., time card administration, payroll, etc.) as required.
    • Identifies and resolves operational problems using defined processes, expertise and judgment.
    • Ability to identify errors, inconsistencies in information.
    • Act professionally with regards to appearance, conduct, coworker interactions and promptness.
    • Keep all assignment-related information strictly confidential.
    • Participate in periodic self-evaluations, as well as quarterly Center evaluation programs; conduct periodic evaluations of assigned customer service agents.
    • Maintain familiarity with center systems and equipment updates so as to operate systems efficiently.
    • Understand basic HR laws/regulations and keep up-to-date with company policies.

    Perform other duties as assigned.


    • Required - Demonstrated experience working as a client relationship supervisor or a track record of interacting with end clients
    • Required - Demonstrated interpersonal skills and ability to build rapport with clients
    • Required - Demonstrated project management skills
    • Required - High School Diploma or General Equivalency Diploma
    • Required - Excellent supervisory abilities
    • Required - Effective and Effiecient communication skills
    • Desired -   Call center and/or supervisory experience
    • Desired -   Bachelor of Arts
    • Desired -   The ability to multitask on a daily basis
    • Desired -   Basic understanding of Word, Excel, and/or MS office suite.


    TransPerfect Connect (TPC) is the world's leading provider of remote interpreting solutions, including over-the-phone interpretation (OPI), video remote interpretation, multilingual email and chat support, business process outsourcing, and global call center services. TRI offers services in over 170 languages and employs industry-specialized interpreters screened for subject expertise. TPC is a division of TransPerfect, the world’s largest privately held provider of language services and globalization management technology solutions.


    For more than 20 years, TransPerfect has provided comprehensive language and technology solutions to help our clients communicate and conduct business more effectively in a global marketplace. Equipped with a quality management system certified to both the ISO 9001:2015 and ISO 17100:2015 standards, TransPerfect provides a full array of language and business support services, including translation, interpretation, multicultural marketing, website globalization, subtitling, voiceovers, staffing services, e-learning and training, and legal support services. TransPerfect also offers a suite of next-generation technologies that significantly reduce costs and improve consistency throughout the translation process, making TransPerfect the vendor of choice for the world's leading multinationals.


    With annual revenues of over $550 million, TransPerfect is the world's largest privately held provider of language services and technology solutions. From offices in more than 90 cities on six continents, TransPerfect offers a full range of services in 170+ languages to clients worldwide. With an unparalleled commitment to quality and client service, TransPerfect is fully ISO 9001 and ISO 17100  certified. TransPerfect has global headquarters in New York, with regional headquarters in London and Hong Kong.


    TransPerfect is an equal opportunity employer.


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