Bilingual Member Contact Center Supervisor, Tyler West Office, Tyler TX

• Manage the day-to-day flow in the contact center, including handling calls, live chat, emails, secure messaging, escalated phone calls, staff support, quality assurance monitoring, and scheduling changes, as necessary.
• Communicate job expectations and evaluate staff against those expectations.
• Participate in the hiring process and train new staff while providing ongoing training and development of existing staff.
• Identify efficiencies and process improvements for improved agent and member experience.
• Handle escalated member concerns and resolve complex service issues professionally and efficiently.
• Foster a culture of accountability, teamwork, continuous improvement, and exceptional member service.

• Required to fluently communicate in Spanish and English languages, both verbally and in written form to members and staff.
• High school diploma (or equivalent) required.
• Associate's degree or higher preferred; two years of equivalent experience may be considered.
• 3+ years of similar or related experience required; previous call center experience would be a plus.
• 1+ years of supervisory experience highly encouraged but not required.
• Basic knowledge of Finance, Accounting or a related field would be helpful.

• Self-starter, capable of working with general instructions and minimal supervision.
• Ability to learn and retain knowledge.
• Excellent phone skills, computer/keyboard skills.
• Good math skills.
• Effective oral and written communication skills and excellent organization skills.
• Ability to multi-task utilizing multiple sources of software to make thorough decisions.
• Must be proficient with Microsoft Office products (Word, Excel, Teams, and Outlook).

• This position is full-time, 40- hours a week, Monday through Friday.
• Member Contact Center operating hours are 7:30 a.m. to 5:30 p.m.
• Supervisors are expected to rotate schedules with other Member Contact Center Supervisors across Altra markets.

• This position is located at Altra's Tyler West office in Tyler, TX.
• The hired candidate will be expected to be full-time in the office to support staff.
• Some travel may be required for training purposes to Wisconsin, where Altra headquarters are located.

• Offering competitive hourly pay, commensurate with experience and qualification.
• Eligible to participate in the monthly incentive plan, with payouts earned based on plan guidelines.
• Employees who are bilingual in Spanish receive a $1.00 per hour pay premium after successfully completing a language exam.
• Comprehensive benefits package that includes medical / dental / vision coverage, group life insurance, and supplemental life insurance options.
• Up to a 6% employer-matched 401(k) + additional 3% employer contribution.
• Two-weeks paid sabbatical every five years worked, plus four-week paid sabbatical at twenty years!
• Paid time off, volunteer time off, paid holidays, and your birthday off (paid)!
• Employee-only perks and discounts.

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