Spanish-Speaking Call Center Supervisor

UnifyCX; San Antonio (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

UnifyCX is seeking a to lead a team handling benefits inquiries in English and Spanish. This onsite role in San Antonio, TX requires coaching, performance monitoring, and ensuring data privacy across email, phone, and chat interactions.

You will oversee Health Savings Accounts, Flexible Spending Accounts, and related products while ensuring high-quality customer experiences and compliance with protocols. Strong leadership and bilingual communication are essential.

Qualifications

• Fluency in English and Spanish with clear communication.
• Previous supervisory or team management experience in a BPO or contact center.
• Experience coaching agents and handling escalations.
• Familiarity with Zendesk and performance monitoring tools.
• Experience supporting benefits products (HSA/FSA) is highly preferred.

Responsibilities

• Lead, coach, and motivate a team of bilingual agents to meet performance targets.
• Monitor workflows, service levels, productivity, and quality against standards.
• Oversee multi-channel support (email, phone, chat) and Zendesk tickets.
• Ensure accurate information on benefits products and data privacy compliance.
• Provide coaching, feedback, and development plans to improve service skills.
• Handle escalations and investigations of complex customer inquiries.
• Support KPI monitoring and improvement initiatives with stakeholders.
• Communicate changes in benefits products and systems to the team.

Skills

Bilingual English/Spanish

Supervisory experience

Customer service

Zendesk

Benefits administration

Tools

Zendesk

Job description

UnifyCX is seeking a to lead a team handling benefits inquiries in English and Spanish. This onsite role in San Antonio, TX requires coaching, performance monitoring, and ensuring data privacy across email, phone, and chat interactions.

You will oversee Health Savings Accounts, Flexible Spending Accounts, and related products while ensuring high-quality customer experiences and compliance with protocols. Strong leadership and bilingual communication are essential.