Limited Service Spanish Bilingual Call Center Supervisor

Spanish Bilingual Limited Service Call Center Supervisor

Maximus is seeking Spanish Bilingual Limited Service Call Center Supervisors who are fluent in the Spanish language, to support the New Jersey State-Based Exchange (NJ SBE) program. This role is responsible for leading a team of customer service representatives, ensuring quality standards, service levels, productivity goals, and operational requirements are consistently achieved while delivering an exceptional consumer experience.

The Bilingual Call Center Supervisor will oversee daily contact center operations, provide coaching and performance management, manage staffing and schedules, and assist with escalated customer issues. In partnership with Talent Acquisition and Human Resources, this position will support hiring, employee development, performance improvement initiatives, and employee relations activities. The ideal candidate is a results-driven leader with strong communication, analytical, and problem-solving skills who can foster a culture of accountability, engagement, and service excellence.

This position requires the ability to analyze performance trends, identify opportunities for continuous improvement, maintain confidentiality, and ensure compliance with company policies and program requirements while supporting the mission and goals of the NJ SBE contract.

This is a temporary position. The duration is based on business needs. We anticipate the end of the contract to be in February of 2027.

Essential Duties and Responsibilities:

• Supervise the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed.
• Interview and recommend hiring and promotion of contact center staff, through partnering with Human Resources.
• Develop work schedules and assign duties to direct report personnel to ensure efficiency.
• Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources.
• Discuss job performance concerns with employees to identify causes and issues and work closely with the Human Resources on resolving problems.
• Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.
• Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports.
• Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports' quality performance and trending call types, and providing coaching on a regular basis.
• Participate in meetings and recommend changes to policies and procedures.
• Assume leadership responsibility for departmental tasks and contact center activities as required.
• Support and enforce contact center expectations.
• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
• Assist direct reports with escalated issues or cases as needed.

Minimum Requirements:

• Bachelor's degree in related field.
• 3-5 years of relevant professional experience required.
• Equivalent combination of education and experience considered in lieu of degree, or demonstrated ability to perform the role successfully.
• Fluency in English and specified secondary language required.

Prior experience with the New Jersey State-Based Exchange (NJ SBE) program preferred.

• Must reside in the continental United States and be a US Citizen.
• Must be able to speak, read and write both Spanish and English fluently.
• Minimum Requirement: 25+ Mbps download speed; 15+ Mbps upload, Cat5e Ethernet cable connection required for stability and increased bandwidth. Must be hardwired, not using Wifi.

Training Schedule:

Monday-Friday, 8:00 AM - 4:30 PM Eastern Time for approximately 3 weeks.

Hours of Operation:

• Open Enrollment (November 1 - January 31):
• Monday-Friday: 8:00 AM - 8:00 PM ET
• Saturday: 8:00 AM - 5:00 PM ET
• Last two Sundays of Open Enrollment: 8:00 AM - 5:00 PM ET
• Last three days of Open Enrollment: 8:00 AM - 10:00 PM ET
• One week following Open Enrollment: 8:00 AM - 8:00 PM ET
• Non-Open Enrollment:
• Monday-Friday: 8:00 AM - 5:00 PM ET

Candidates must be flexible to work schedules within the operating hours based on business needs, including evenings, weekends, and extended hours during Open Enrollment.

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Minimum Salary: $50,000

Maximum Salary: $65,000