WIC Bilingual Team Lead - Tampa

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 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 is to partner with transport leaders globally to accelerate their business toward seamless, sustainable, and inclusive mobility. We are expanding our footprint in the USA and operate call centers, walk-in centers, and welcome centers throughout the United States.

About the Role

Bi-Lingual Walk-In Center Team Lead based in Tampa, FL. Hours of operations: Monday – Friday 8a-6p, Saturday 8:00a-5p. Shift: 10am-6:30pm with rotating Saturday.

Responsibilities

• Assist Supervisor with monitoring customer escalations and addressing them to resolve matters according to process procedures.
• Ensure excellent internal communication to help foster a customer-centric operation.
• Assist Supervisor in maintaining records of customer interactions or transactions; register new accounts; record details of inquiries, complaints, comments, and actions taken to resolve customer inquiries.
• Focus on contribution to overall department goals and targets to achieve and exceed Service Level Agreement (SLA) goals and Key Performance Indicators (KPIs).
• Assist Supervisor with Walk-in Center ‘Opening’ and ‘Closing’ duties, as needed.
• Ensure reconciliation of records and payments and balance at the end of the day.
• Manage transponder inventory and fulfillment process.
• Perform other work as required and assigned.
• Provide production services to client operations by performing administrative tasks such as data entry, document/image review, and processing.
• Respond to all tolling and/or administration related customer inquiries and disputes.
• Review electronic documents and service requests.
• Follow standard operating procedures for process required transactions via mainframe or web-based applications to handle customers and/or other agencies’ service requests.
• Adhere to confidentiality requirements and laws to ensure information is disseminated only to authorized individuals.
• Provide great customer service.
• Perform all other duties as assigned.

Requirements

• 6 months SunPass and/or Tolling Business Knowledge.
• Customer Service Experience.
• Effective and accurate written and verbal communication skills.
• Effective problem-solving skills.
• Experience with Vector application.
• Ability to convey complex information in a clear and concise manner to ensure customers understand.
• Certain data entry speed/accuracy requirements may apply depending upon primary focus of the position.
• Computer function competency.
• High School Diploma or GED Equivalent.
• Performs clerical tasks as needed.

Preferred Qualifications

• Store Management or Lead Experience.
• Staff Management Experience.
• Inventory Control Experience.
• Experience with Vector application.
• Cash Handling.

Physical Requirements

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

• 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 others, adopting collaborative and positive relationships to achieve common goals.
• Change: Accept, embrace, and drive change and innovation while being open to different 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.

Benefits

• Reward & Recognition: Market-competitive salaries, performance-based bonuses, and flexible benefits packages.
• Be Part of Something Big: Join a team at the forefront of one of the fastest-changing industries 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 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.

Schedule

Shift: 10am-6:30pm with rotating Saturday.