Bilingual Supervisor — US Federal CX Lead (English/Spanish)

Mass Markets; Wichita (KS); On-site; USD 52,000 - 75,000; Full time

Job summary

MCI is seeking a Bilingual Supervisor to oversee Flood Support operations on a U.S. Federal Contract. The role requires fluency in English and Spanish and involves managing shifts, scheduling, and performance across a dynamic contact center team.

Strong supervisory experience and knowledge of Fed/SLED processes are a plus. Compliance with federal guidelines and fingerprints background checks are mandatory for eligibility.

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 is required.
• Strong organizational and problem-solving skills.
• Ability to manage multiple responsibilities in a fast-paced environment.

Responsibilities

• Direct and oversee all aspects of 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.
• Monitor and report KPIs to assess team effectiveness and project success.

Skills

Bilingual English/Spanish

Supervisory experience

Contact center experience

Tools

Contact center software

Analytics tools

Job description

MCI is seeking a Bilingual Supervisor to oversee Flood Support operations on a U.S. Federal Contract. The role requires fluency in English and Spanish and involves managing shifts, scheduling, and performance across a dynamic contact center team.

Strong supervisory experience and knowledge of Fed/SLED processes are a plus. Compliance with federal guidelines and fingerprints background checks are mandatory for eligibility.