Bilingual Supervisor - Flood Relief Call Center

Overview

Bilingual Supervisor - Flood Relief Call Center supports the Flood Support project. This role requires fluency in English and Spanish and involves leading the team to maintain efficient day-to-day operations and achieve performance results on a U.S. Federal Contract, with strict compliance to federal guidelines.

• 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 aligned with organizational objectives.
• Manage staff attendance, create and adjust schedules, and oversee shift management to optimize workforce deployment.
• 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.
• Collaborate with other departments to ensure resource availability and alignment with organizational goals.
• Perform additional tasks as assigned to support project needs and organizational objectives.

• Proven experience in a contact center environment.
• Demonstrated supervisory experience with a track record of effective team leadership.
• Familiarity with Federal and State Local Education Departments (Fed/SLED) processes is a plus.
• Fluency in both English and Spanish.
• Strong organizational and problem-solving skills; ability to manage multiple responsibilities in a fast-paced environment.
• Excellent interpersonal and communication skills to effectively lead and engage team members.
• Proficiency in using contact center software and analytics tools to drive performance.
• Ability to handle conflict resolution and foster a positive work environment.
• Adaptability to evolving project needs and ability to implement changes effectively.
• Strong time management skills to prioritize tasks and meet deadlines.
• Commitment to continuous learning and development to enhance supervisory capabilities.

• Starting compensation is based on experience; competitive and growth-focused benefits and incentives.
• Paid Time Off and paid holidays.
• Incentives and rewards including contests with bonuses and prizes.
• Health benefits for full-time employees after a eligibility period; MEC medical plans after 30 days for all employees; options vary by location.
• Retirement savings, disability insurance, life insurance, and supplemental insurance options.
• Career growth opportunities and paid training.
• Casual dress code and a collaborative work environment.

• Must be authorized to work in the country where the job is based.
• Willingness to submit to Level II background checks and fingerprint-based security investigations; drug screening may be required.

MCI provides CX/DX solutions, with a focus on BPO, contact center services, IT services, staffing, and related offerings. The company emphasizes a diverse, inclusive environment and opportunities for career growth. This description is intended as a general overview and not an all-inclusive list of duties, responsibilities, skills, or qualifications.