Bilingual Contact Center Specialist

Job Description

Job Description

Job Title: Bilingual Contact Center Specialist
Location: Austin, TX (100% Onsite)
Duration: 6+ months (Possible extension)

Job Description

We are seeking a  Bilingual Contact Center Specialist (Provider Network Support)to join our dynamic team. The ideal candidate will have strong experience in  high-volume contact center operations and bilingual English/Spanish support and a proven ability to  deliver accurate, timely assistance to Medicaid providers and clients while meeting performance metrics .

Responsibilities:

• Provide unbiased assistance to Medicaid providers and clients regarding eligibility, medical claims status, and program-related questions.
• Respond promptly, courteously, and concisely to phone inquiries to ensure a positive customer experience.
• Document all interactions in clear and concise online logs for accurate record-keeping.
• Transfer callers to appropriate call center units when necessary.
• Meet and exceed individual performance standards, including strict attendance and productivity metrics.
• Assist with problem resolution and escalate complex issues as needed.
• Perform additional duties as assigned by management.

Required Skills & Qualifications:

• Recent experience in a high-volume contact center or call center environment (minimum 6 months, verifiable).
• Bilingual proficiency in English and Spanish, including reading, writing, and speaking, with testing at 80% or higher.
• Strong customer service and communication skills.
• Ability to adhere to schedules and performance metrics within a fast-paced environment.

Preferred Skills:

• Proficiency with Microsoft Word, Excel, and Outlook.
• Effective multitasking and organizational abilities.

Company Description

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class places to work.

BCforward is an equal opportunity employer.

Company Description

About BCforward:\r\n\r\nFounded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.\r\n\r\nBCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class places to work.\r\n\r\nBCforward is an equal opportunity employer.