Bilingual Virtual Team Lead — First-Call Quality

Mediacom Communications; Apache Junction (AZ); Hybrid; USD 44,000 - 78,000; Full time

Benefits offered by this job

Monthly bonus

Health, vision & dental insurance

Paid vacation & PTO

401K match

Employee discounts

Education enrichment

Wellness program

Job summary

Mediacom Communications is seeking a Virtual Team Supervisor to lead frontline support for call center representatives, ensuring concierge customer service. This role reports to the Senior Operations/Regional Manager and works in a hybrid setup at our Arizona location.

The ideal candidate has 2+ years of customer service supervision, bilingual English/Spanish, and strong communication skills. Responsibilities include coaching, escalations, approving timecards, and cross‑department collaboration.

Qualifications

• High school diploma or GED required; Associate’s degree preferred.
• Bilingual fluency in English/Spanish with clear written and verbal command.
• Hybrid work arrangement: 3 days in office, 2 days remote.
• Minimum 2 years of direct supervisory experience in customer service.
• At least 2–3 years of customer service experience.
• Working knowledge of MS Word and Excel.
• Strong organizational and follow‑through skills; excellent written and oral communication.

Responsibilities

• Provide agent support virtually across call queue and web chat.
• Assist CSRs with systems and process questions to drive first call resolution.
• Resolve customer issues by handling escalated concerns and processing tickets.
• Authorize credits or system changes to resolve account problems.
• Support EDMs with coaching, training and career development.
• Approve team timecards.
• Maintain favorable cross‑department relations.
• Assist with special projects as needed.
• Perform other duties as assigned.

Skills

Bilingual English/Spanish

Customer service supervision

Communication skills

Organizational skills

Education

High School Diploma or GED

Associate’s degree preferred

Tools

Microsoft Word

Microsoft Excel

Job description

Mediacom Communications is seeking a Virtual Team Supervisor to lead frontline support for call center representatives, ensuring concierge customer service. This role reports to the Senior Operations/Regional Manager and works in a hybrid setup at our Arizona location.

The ideal candidate has 2+ years of customer service supervision, bilingual English/Spanish, and strong communication skills. Responsibilities include coaching, escalations, approving timecards, and cross‑department collaboration.