Bilingual Operations Supervisor - Flood Support

Mass Markets; Wichita (KS); On-site; USD 52,000 - 74,000; Full time

Job summary

Mass Markets is seeking an Operations Supervisor to lead the Flood Support project team and ensure efficient day-to-day operations under a U.S. Federal Contract. Fluency in English and Spanish is highly preferred to communicate with diverse stakeholders.

The role requires strong supervisory skills, excellent organization, and a commitment to confidentiality and compliance. Join a dynamic environment supporting critical community services and maintain high service levels.

Qualifications

• Proven experience in a contact center environment.
• Demonstrated supervisory experience with a track record of effective team leadership.
• Fluency in both English and Spanish.
• Proficiency with contact center software and analytics tools.

Responsibilities

• Direct and oversee daily operations for the Flood Support project to ensure seamless execution and efficiency.
• Drive team performance by setting goals, monitoring progress, and fostering high productivity.
• Manage staff attendance, create and adjust schedules, and oversee shift management to optimize deployment.
• Address performance concerns, provide feedback, and implement corrective actions including terminations when required.
• Serve as primary communication link between team members and stakeholders to ensure project objectives and expectations are met.
• Uphold compliance with company policies, standards and regulatory requirements.
• Identify opportunities for process improvements and implement efficiency strategies.
• Provide coaching and mentorship to team members for growth and development.
• Monitor and report KPIs to assess team effectiveness and project success.
• Collaborate with other departments to ensure resource availability and alignment with goals.
• Perform additional tasks as assigned to support project needs.

Skills

Contact center experience

Supervisory leadership

Bilingual English/Spanish

Time management

Interpersonal skills

Analytical mindset

Tools

Contact center software

Analytics tools

Job description

Mass Markets is seeking an Operations Supervisor to lead the Flood Support project team and ensure efficient day-to-day operations under a U.S. Federal Contract. Fluency in English and Spanish is highly preferred to communicate with diverse stakeholders.

The role requires strong supervisory skills, excellent organization, and a commitment to confidentiality and compliance. Join a dynamic environment supporting critical community services and maintain high service levels.