Supervisor (Bilingual)

at ASM Research, An Accenture Federal Services Compan in Boise, Idaho, United States Job Description 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 expectat To view full details and how to apply, please login or create a Job Seeker account