Bilingual Call Center Supervisor

Job Description

Job Description

Location: Hybrid, Downtown HQ. 98% remote.
Two-three days IN-OFFICE per month.

Hours: must be available to work an 8-hour shift between 7a - 6p Monday - Friday. Non-negotiable. 

Hourly Rate: $21.60

**Client is looking for a Customer Service Center (CSC) Supervisor
(Bilingual – Spanish). This candidate will be assigned to the call center team. The call center
operates Monday-Friday from 7:00 am to 6:00 pm. The ideal candidate should be analytical,
supportive, and prepared to act as a resource to the Customer Service Representatives (CSR).
This position reports to the Customer Service Center Manager. The candidate must be available
to work any shift between 7:00 am to 6:15 pm and must be flexible to accommodate changes in
schedule to meet the needs of the business. They will be required to perform the following
duties:
? Under limited supervision, responsible for supervising and training assigned staff in a
customer service center environment.
? Monitors the progress and productivity of assigned staff to evaluate employee
performance ensuring daily and monthly performance results are met.
? Ensures the proper execution of tasks performed in the Customer Service Center by
assigning and monitoring task completion, tracking goals and giving feedback to the
Customer Service Staff.
? Develops and implements operational procedures, coordinates training programs,
evaluates employee performance, serves as a liaison for operational issues, and
responds to customer inquiries and escalated calls.
? Supervises and coaches a staff of state and supporting contracted employees to build
customer loyalty.
? Provides call quality monitoring and control for bilingual calls (5 Live/ 5 Recorded call
monitors on each employee)
? Maintain and track schedule adherence and enter all CSC Adjustments e.g., CSR’s leave
request, call outs etc.
? Update the Customer Service Center schedule as needed
? Interview applicants and makes appropriate selection recommendations according to
applicable shifts.
? All other duties assigned to meet the needs of the business

Maximum hourly pay rate is $21.60.
Qualifications: At least four (4) years of call center experience at entry level or equivalent
position OR two (2) years of lead/supervisory experience in an equivalent position in a
customer service setting communicating information OR completion of a four-year
degree from an accredited college or university AND two (2) years of lead/supervisory
experience in an equivalent position in a customer service setting.  Strong interpersonal
skills, ability to multi-task, and desire to work in a team-focused environment. 
Applicants must be well organized, detail oriented, and possess strong interpersonal
acumen for interacting with a broad range of clients—internally and externally, with a
varied education level. Goal oriented and flexibility to adapt to the needs of the agency