We are seeking an experienced and highly motivated Bilingual Call Center Supervisor to join our dynamic team. This individual will be responsible for overseeing daily operations of a team of customer service representatives, ensuring high performance, excellent customer service, and operational efficiency. The ideal candidate is fluent in both English and Spanish, with a passion for leadership, problem-solving, and team development.
Key Responsibilities:Supervise, coach, and support a team of call center agents to meet performance goals and service standards.
Monitor calls to ensure quality, professionalism, and adherence to scripts and company policies.
Conduct team meetings, individual coaching sessions, and performance reviews.
Manage daily staffing levels, call volume, and agent schedules to ensure proper coverage.
Assist with customer escalations and resolve complex issues promptly and effectively.
Analyze team metrics and reports to identify trends, opportunities, and areas for improvement.
Provide ongoing training and development to team members to enhance their skills.
Ensure bilingual support is provided effectively to both English and Spanish-speaking customers.
Collaborate with other departments to implement new processes and improve customer experience.
Qualifications:High School Diploma or equivalent (Bachelor’s degree preferred).
2+ years of experience in a supervisory or team lead role within a call center environment.
Fluency in English and Spanish (oral and written) is required.
Strong leadership, coaching, and motivational skills.
Excellent communication and interpersonal skills.
Ability to manage multiple tasks and thrive in a fast-paced environment.
Proficient with call center software, CRM systems, and Microsoft Office Suite.
Flexible schedule availability (including evenings/weekends if necessary).