Client & Candidate Care Supervisor

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Job Title: Supervisor, Client & Candidate Care (Bilingual or Trilingual)

Position Type:  Full-Time

Location: Brazil Remote

About The Role:

Provides daily direction and communication to employees/team members so that client and candidate emails and calls are answered in a timely, efficient and knowledgeable manner; Provides continual evaluation of processes and procedures; Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers; Provides statistical performance feedback and coaching on a regular basis to each team member. Executes production floor supervision, writes and administers performance reviews for skill improvement; establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives; Fairly and consistently enforces all company policies and procedures.

This Is What You’ll Do:

Performance Feedback:

• Conducts real-time feedback session and continues updates on performance and customer-facing concerns and issues.

• Delivers desired result based on the department scorecard guidelines.

• Monitor performance and creates action plan for the team.

• Conducts final interviews and recommends hiring.

• Assigns and supervise daily tasks assigned individually or to the group and ensure quality of work based on set expectation or even beyond

Deliverables:

• Completes reports on a timely manner.

• Execute Action Plans based on department-wide goals effectively.

• Presents team reports as required.

Customer Service:

• Responds and resolves client and candidate escalations within scope of support.

• Coordinates concerns and possible solutions to the other departments involved to deliver desired resolution.

• Ensures queue management is done effectively in order to cater to all client’s and candidates’ calls to meet the department SLA.

This Is The Job For You If You:

• Are fully Bilingual in English and Portuguese (reading, writing and speaking) is required, Trilingual in English, Portuguese and Spanish preferred

• Have knowledge of MS office

• Have Customer Service and Organization Skills

• Have Excellent time management, attention to details and multi-tasking skills

• Effectively communicate with senior level decision makers in organizations globally

• Have the ability to develop great relationships with clients, fellow staff members and other professionals.

• Can collaborate and influence at all levels within the organization (internally & externally) 

This Is What We're Looking For:

• Prior supervisor or management experience leading a team

• Adept at building and maintaining relationships with clients, stakeholders, and team members

• College/University Graduate preferred

• Knowledge in Salesforce.com is a +

For Internal Candidates:

• No suspension in the last 6 months

• Not more than 3 critical errors in the last 6 months (no active CAP written warning on file)

• No attendance issues (no active written warning on file) and zero instance of No Call/No Show

• Must have a performance rating of at least Successful in the most recent performance review

• Must have at least 6 months tenure in his/her current role

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Equal Employment Opportunities at Sterling 
Sterling is an equal opportunity employer and prohibits discrimination based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, disability, citizenship, sexual orientation, military service, genetic information, and any other characteristic protected by law. In addition, Sterling is committed to taking affirmative action to employ and to advance in employment individuals regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, marital status, disability, citizenship, sexual orientation, military service and genetic information; and to base all employment decisions only on valid job requirements.

Disclaimer
This 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 the job.