Bilingual Contact Center Operations Supervisor

Firstsource-Solutions-1; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Firstsource-Solutions-1 is seeking a Supervisor - Operations to oversee Customer Service Representatives, implement training programs, monitor performance metrics, and ensure high-quality customer service within a health call center environment.

The role emphasizes leadership, adherence to HIPAA-like standards, compliance with regulatory requirements, and ongoing process improvements across shifts in a US-based operation.

Qualifications

• Bachelor’s degree in Business, Social Sciences or Health Services.
• Minimum of one year of supervision experience.
• Two years of experience as Customer Service Representative.
• Hands-on experience with Excel, PowerPoint, Office suite.
• Fully bilingual English and Spanish.
• Excellent communication skills (spoken, written and reading).

Responsibilities

• Supervise the functions of Call Center services and ensure protocols are followed.
• Provide quality customer service and effective team performance to meet agency goals.
• Motivate staff and provide educational materials for internal reference and client education.
• Handle escalation calls and guide on managing escalations to prevent recurrence.
• Monitor calls to identify coaching needs and provide feedback to management and training.

Skills

Excel

PowerPoint

Office suite

Bilingual English/Spanish

Education

Bachelor’s degree in Business or Health Services

Job description

Firstsource-Solutions-1 is seeking a Supervisor - Operations to oversee Customer Service Representatives, implement training programs, monitor performance metrics, and ensure high-quality customer service within a health call center environment.

The role emphasizes leadership, adherence to HIPAA-like standards, compliance with regulatory requirements, and ongoing process improvements across shifts in a US-based operation.