Technical Support Supervisor - Spanish Speaker (Full Onsite & Shifting Schedule)

Private Advertiser; Taguig; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Private Advertiser is seeking a Supervisor to lead the day-to-day operations of its customer support teams. You will guide staff, set goals, delegate tasks, and manage schedules to ensure consistent, high-quality service across shifts.

As SME, you will troubleshoot, monitor performance metrics, and drive continuous improvement while maintaining HIPAA compliance and data security. Spanish language proficiency and prior supervisory experience are required.

Qualifications

• Spanish language proficiency is required.
• High school diploma or GED required; AA or Bachelor's degree preferred.
• 3+ years as Senior Support Technician, or 1+ year supervisory experience.
• Experience in customer service, call center, or clinical environment preferred.
• Strong leadership, coaching and team-management abilities.
• Proficient in Word, Excel and Outlook.
• Detail-oriented with strong analytical, organizational, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong interpersonal skills to collaborate across teams.
• Excellent verbal and written communication to engage stakeholders.

Responsibilities

• Supervise daily operations of assigned team(s), set goals, delegate tasks, and manage schedules.
• Maintain 24/7 call coverage and workforce schedules for timely issue resolution.
• Analyze operational metrics and communicate insights to management.
• Ensure compliance with policies, HIPAA, and other regulatory standards when handling health information.
• Review and improve processes to drive continuous improvement.
• Serve as SME and provide guidance on products, systems, and troubleshooting.
• Conduct performance audits and monitor service quality to meet standards.
• Provide leadership, coaching, and performance management for team members.
• Perform administrative and operational support to ensure departmental objectives.
• Foster a customer-focused culture with high-quality service and escalation resolution.

Skills

Spanish speaking proficiency

Leadership and people management

Analytical and problem-solving

Multi-tasking and prioritization

Interpersonal collaboration

Microsoft Office (Word, Excel, Outlook

Verbal and written communication

Education

High school diploma or GED

Associate's or Bachelor's degree preferred

Tools

Microsoft Office

Job description

About the role

The Supervisor leads the day-to-day operations of assigned customer support teams, providing leadership and guidance to ensure exceptional customer service. This role serves as a subject matter expert (SME), offering technical expertise and support while driving team performance and operational excellence.

• Supervise the daily operations of the assigned team(s), including goal setting, task delegation, and schedule management.

• Maintain 24/7 call coverage and workforce schedules to ensure the timely and effective resolution of customer issues.

• Analyze operational metrics and performance trends and communicate insights and recommendations to management.

• Ensure compliance with company policies, HIPAA requirements, and other applicable regulatory standards when handling confidential patient and health information.

• Review and improve processes and procedures within the assigned function, driving continuous improvement initiatives to enhance operational effectiveness.

• Serve as a Subject Matter Expert (SME) and technical resource, providing guidance on applicable products, systems, and troubleshooting techniques.

• Conduct performance audits and monitor service quality to ensure achievement of customer service standards and alignment with organizational goals.

• Provide direct leadership, coaching, and performance management for team members, partnering with Human Resources on employee-related matters.

• Perform administrative and operational support activities as needed to ensure the successful execution of departmental objectives.

• Foster a customer-focused culture by ensuring high-quality service delivery and effective resolution of escalated customer concerns.

About You

• Spanish speaking proficiency is required.

• High school diploma/GED required; Associate's (AA) or Bachelor's degree preferred

• Minimum of 3 years of experience as a Senior Support Technician or at least 1 year of supervisory experience.

• Previous experience in a customer service, call center, technical support, or clinical environment preferred.

• Strong leadership, coaching, and team management skills, with the ability to lead productive and high-performing teams.

• Proficient in Microsoft Office applications, including Word, Excel, and Outlook, with strong overall computer skills.

• Detail-oriented with excellent analytical, organizational, and problem-solving abilities.

• Ability to manage multiple priorities and adapt effectively in a fast-paced, dynamic environment.

• Strong interpersonal skills with the ability to collaborate effectively across teams and functions.

• Excellent verbal and written communication skills, with the ability to engage and influence stakeholders at all levels of the organization.