Bilingual Spanish Call Center Supervisor
We are seeking an experienced and motivated Bilingual Spanish Call Center Supervisor to lead and support a team of customer service and call center representatives. This role is responsible for overseeing daily call center operations, monitoring service performance, coaching team members, resolving escalated customer issues, and ensuring the team consistently delivers an exceptional customer experience.
The successful candidate will be a hands-on leader with strong experience in call center operations, customer service, team supervision, performance management, and KPI/SLA management. This individual will help create an efficient, positive, and customer-focused environment while ensuring operational goals and service standards are achieved.
Fluency in both English and Spanish, including verbal and written communication, is required. Portuguese language skills are a plus.
Key Responsibilities
Call Center Operations
- Supervise the day-to-day activities of a team of approximately 3–5 customer service or call center representatives.
- Monitor call volume, staffing levels, schedules, queues, response times, and service levels to ensure adequate coverage and efficient operations.
- Ensure the team consistently meets established service level agreements (SLAs), key performance indicators (KPIs), quality standards, and productivity goals.
- Monitor customer interactions, including phone calls, emails, and other communication channels, to ensure quality and professionalism.
Team Leadership & Development
- Lead, coach, mentor, and develop call center representatives to improve performance, customer service skills, and overall effectiveness.
- Establish clear performance expectations and provide regular feedback, coaching, and performance support.
- Conduct quality reviews and monitor calls to evaluate customer service, communication skills, accuracy, and adherence to established procedures.
- Assist with employee onboarding and training, including systems, processes, products, services, and customer service standards.
Customer Service & Issue Resolution
- Serve as an escalation point for complex customer questions, complaints, disputes, and service issues.
- Ensure customer concerns are documented, investigated, and resolved according to established procedures and service standards.
- Communicate effectively with English- and Spanish-speaking customers and team members.
Performance Management & Reporting
- Monitor and report on call center metrics, including call volume, response times, abandonment rates, service levels, productivity, quality scores, and customer satisfaction.
- Prepare regular performance reports and provide updates to management on team results, trends, challenges, and opportunities.
- Track individual and team performance against established goals.
- Use data and reporting to identify performance gaps and implement corrective actions.
- Ensure accurate documentation of customer interactions, escalations, and operational activities within applicable systems.
Process Improvement & Cross-Functional Support
- Develop, update, and maintain call center procedures, training materials, and standard operating procedures.
- Identify opportunities to improve call handling, workflows, customer communication, and operational efficiency.
Qualifications
- Bachelor's degree preferred.
- Minimum 3–5 years of experience in a call center, contact center, customer service, or client services environment.
- Minimum 1–2 years of supervisory, team lead, or people management experience preferred.
- Experience supervising customer service representatives, call center agents, or similar frontline teams.
- Experience managing performance against KPIs, SLAs, quality metrics, productivity goals, and customer satisfaction standards.
- Experience handling complex customer complaints and escalations.
Required Skills
- Fluent in English and Spanish, both written and spoken
- Call Center or Contact Center Operations
- Team Leadership and Employee Coaching
- Customer Service and Customer Experience
- Escalation and Complaint Resolution
- Performance Management
- KPI and SLA Management
- Quality Assurance and Call Monitoring
Preferred Qualifications
- Portuguese language skills.
- Experience in a high-volume or multi-channel contact center environment.
- Experience with CRM platforms, ticketing systems, or workforce management software.
- Experience managing remote, hybrid, or geographically dispersed teams.
- Experience developing call center procedures, training programs, or quality assurance processes.