Bilingual Virtual Team Leader (English/Spanish)

Kinsley Power Systems; Apache Junction, Northern (AZ, KY); Hybrid; USD 44,000 - 78,000; Full time

Benefits offered by this job

Monthly bonus potential

Health, vision, and dental insurance

Paid vacation and holidays

401K with generous company match

Education Enrichment up to $5,000 per年

Employee Wellness Program

Job summary

Mediacom Communications Corporation is seeking a Virtual Team Supervisor to lead frontline support for call center representatives, delivering concierge service. The role reports to the Senior Operations/Regional Manager and works in a hybrid schedule with both in-office and remote days.

You'll mentor CSRs, resolve escalated customer issues, approve credits, and collaborate with EDMs on coaching and development while maintaining cross-department relations and ensuring first-call resolutions.

Qualifications

• Requires high school diploma or GED; associate degree preferred.
• Bilingual English/Spanish with clear verbal and written skills.
• Minimum 2 years supervisory experience in cable or related field.
• 3 days in office / 2 days remote.
• 2-3 years of customer service experience.
• Proficient in MS Word and Excel.
• Excellent organizational and follow-through skills.

Responsibilities

• Provide agent support virtually in multiple platforms including call queue and web chat.
• Assist CSRs with questions to drive first call resolution.
• Resolve customer issues by handling escalations, communicating with customers, and processing tickets.
• Authorize credits or restricted system changes to resolve accounts.
• Assist EDMs with coaching, training, and career development.
• Approve team timecards.
• Maintain favorable relations between departments.
• Assist with special projects as necessary.
• Perform other duties as required.

Skills

Bilingual English/Spanish

Supervisory experience

Customer service

Strong communication

Organizational skills

Written and verbal skills

Education

High school diploma or GED

Associate degree preferred

Tools

Word processing (MS Word)

Spreadsheets (MS Excel)

Job description

Mediacom Communications Corporation is seeking a Virtual Team Supervisor to lead frontline support for call center representatives, delivering concierge service. The role reports to the Senior Operations/Regional Manager and works in a hybrid schedule with both in-office and remote days.

You'll mentor CSRs, resolve escalated customer issues, approve credits, and collaborate with EDMs on coaching and development while maintaining cross-department relations and ensuring first-call resolutions.