Bilingual Call Center Supervisor * TX Resident

Position: Bilingual Call Center Supervisor *Must Be A TX Resident*
Job Summary:

+ The Member Experience Escalation Advocate is responsible for resolving complex member service escalations and ensuring timely, effective issue resolution. This role serves as a subject matter expert in benefits administration, partnering with internal teams and external vendors to address challenges, improve processes, and enhance the overall member experience. The Advocate also supports staff through training and mentoring, analyzes escalation trends, and helps drive continuous improvement initiatives.

Strong communication, problem-solving, and de-escalation skills are essential.

Key Responsibilities:

+ Resolve complex member service escalations, including high-priority and sensitive cases

+ Provide expert-level support in benefits administration, including policies, procedures, and compliance requirements

+ Investigate and resolve service issues by coordinating with internal teams, TPAs, and external vendors

+ Apply advanced de-escalation techniques to manage challenging member interactions and ensure positive outcomes

+ Serve as a subject matter expert (SME) for escalations, benefits inquiries, and process-related questions

+ Act as a primary escalation point for Member Experience team members and internal stakeholders

+ Analyze escalation trends, identify root causes, and implement corrective actions to reduce volume

+ Drive continuous process improvement initiatives to enhance member satisfaction and operational efficiency

+ Develop and deliver training, coaching, and mentorship to team members and contractors

+ Lead team meetings, huddles, and knowledge-sharing sessions to reinforce best practices

+ Maintain and update standard operating procedures (SOPs), policies, and training documentation

+ Build and manage cross-functional relationships with internal departments and external partners

+ Support workforce operations, including call queue management and team oversight when needed

+ Provide leadership support and act as backup in the absence of the Member Experience Manager

What we are looking for:

+ 3+ years of experience in member services, customer support, healthcare, or benefits administration

+ Proven experience handling escalated customer or member service issues

+ Strong knowledge of health insurance, benefits administration, or related industry processes

+ Demonstrated ability to de-escalate complex and sensitive situations effectively

+ Experience working with third-party administrators (TPAs) or external vendors

+ Excellent verbal and written communication skills

+ Strong analytical and problem-solving skills, including root cause analysis

+

Experience with CRM systems, call center platforms, or case management tools

+ Ability to work independently with minimal supervision and exercise sound judgment

+ Demonstrated ability to collaborate across cross-functional teams

+ Experience training, mentoring, or coaching team members

+ Proficiency in Microsoft Office Suite (Excel, Word, Outlook, Teams)

Job Type & Location

This is a Contract to Hire position based out of Austin, TX.

Pay and Benefits

The pay range for this position is $22.64 - $22.64/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:  - Medical, dental & vision  - Critical Illness, Accident, and Hospital  - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available  - Life Insurance (Voluntary Life & AD&D for the employee and dependents)  - Short and long-term disability  - Health Spending Account (HSA)  - Transportation benefits  - Employee Assistance Program  - Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully remote position.

Final date to receive applications

This position is anticipated to close on Jun 26, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the…