Bilingual Operations Supervisor - Flood Support

MCI; Wichita (KS); On-site; USD 42,000 - 66,000; Full time

Job summary

MCI is seeking a Bilingual Supervisor to lead the Flood Support project within our US operations. This role requires fluent English and Spanish, and a proven track record in supervising a contact center team delivering mission-critical support under Federal contracts.

You will manage schedules, drive performance, and ensure regulatory compliance, partnering with stakeholders while safeguarding data and confidentiality.

Qualifications

• Proven supervisory experience in a contact center environment.
• Fluency in both English and Spanish.
• Familiarity with Federal and State Local Education Departments (Fed/SLED) processes is a plus.
• Strong organizational and problem-solving skills.
• Ability to manage multiple responsibilities in a fast-paced environment.

Responsibilities

• Direct and oversee daily operations for the Flood Support project to ensure seamless execution and efficiency.
• Drive team performance by setting clear goals, monitoring progress, and fostering a high-productivity environment.
• Manage staff attendance, create and adjust schedules, and oversee shift management to optimize workforce deployment.
• Proactively address performance concerns, provide constructive feedback, and implement corrective actions, including terminations when required.
• Serve as the primary communication link between team members and stakeholders to ensure project objectives and expectations are met.
• Uphold compliance with company policies, industry standards, and relevant regulatory requirements.
• Identify opportunities for process improvements and implement strategies to enhance operational efficiency.
• Provide coaching and mentorship to team members to support professional growth and skill development.

Skills

Bilingual English

Bilingual Spanish

Supervisory experience

Contact center experience

Process compliance

Team leadership

Analytical skills

Tools

Contact center software

Analytics tools

Job description

MCI is seeking a Bilingual Supervisor to lead the Flood Support project within our US operations. This role requires fluent English and Spanish, and a proven track record in supervising a contact center team delivering mission-critical support under Federal contracts.

You will manage schedules, drive performance, and ensure regulatory compliance, partnering with stakeholders while safeguarding data and confidentiality.