Bilingual Call Center Supervisor *Must Be A TX Resident*

*Job Summary: *

* The Member Experience Escalation Advocate is responsible for resolving complex member service escalations and ensuring timely, effective issue resolution. This role serves as a subject matter expert in benefits administration, partnering with internal teams and external vendors to address challenges, improve processes, and enhance the overall member experience. The Advocate also supports staff through training and mentoring, analyzes escalation trends, and helps drive continuous improvement initiatives. Strong communication, problem-solving, and de-escalation skills are essential.
*Key Responsibilities:*

* Resolve complex member service escalations, including high-priority and sensitive cases
* Provide expert-level support in benefits administration, including policies, procedures, and compliance requirements
* Investigate and resolve service issues by coordinating with internal teams, TPAs, and external vendors
* Apply advanced de-escalation techniques to manage challenging member interactions and ensure positive outcomes
* Serve as a subject matter expert (SME) for escalations, benefits inquiries, and process-related questions
* Act as a primary escalation point for Member Experience team members and internal stakeholders
* Analyze escalation trends, identify root causes, and implement corrective actions to reduce volume
* Drive continuous process improvement initiatives to enhance member satisfaction and operational efficiency
* Develop and deliver training, coaching, and mentorship to team members and contractors
* Lead team meetings, huddles, and knowledge-sharing sessions to reinforce best practices
* Maintain and update standard operating procedures (SOPs), policies, and training documentation
* Build and manage cross-functional relationships with internal departments and external partners
* Support workforce operations, including call queue management and team oversight when needed
* Provide leadership support and act as backup in the absence of the Member Experience Manager
*What we are looking for:*

* 3+ years of experience in member services, customer support, healthcare, or benefits administration
* Proven experience handling escalated customer or member service issues
* Strong knowledge of health insurance, benefits administration, or related industry processes
* Demonstrated ability to de-escalate complex and sensitive situations effectively
* Experience working with third-party administrators (TPAs) or external vendors
* Excellent verbal and written communication skills
* Strong analytical and problem-solving skills, including root cause analysis
* Experience with CRM systems, call center platforms, or case management tools
* Ability to work independently with minimal supervision and exercise sound judgment
* Demonstrated ability to collaborate across cross-functional teams
* Experience training, mentoring, or coaching team members
* Proficiency in Microsoft Office Suite (Excel, Word, Outlook, Teams)
*Job Type & Location*This is a Contract to Hire position based out of Austin, TX.
*Pay and Benefits*The pay range for this position is $22.64 - $22.64/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:

* Medical, dental & vision


* Critical Illness, Accident, and Hospital


* 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available


* Life Insurance (Voluntary Life & AD&D for the employee and dependents)


* Short and long-term disability


* Health Spending Account (HSA)


* Transportation benefits


* Employee Assistance Program


* Time Off/Leave (PTO, Vacation or Sick Leave)
*Workplace Type*This is a fully remote position.
*Application Deadline*This position is anticipated to close on Jun 26, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

*San Francisco Fair Chance Ordinance:* Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

*Massachusetts Lie Detector:* It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

*Use of Artificial Intelligence (AI):* We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.