Supervisor - Bilingual English/Spanish

JOB TITLE: Supervisor - Bilingual English/Spanish

CLIENT COMPANY/DEPARTMENT:
District of Columbia Health Benefit Exchange Authority (HBX)

ADDRESS:
1225 Eye Street, NW, Suite 400
Washington, DC

PROJECT DURATION:
Project Start Date: Aug-27
Project End Date: Jul-28
Resume Submission Due Date: 09/16/2026

NUMBER OF OPENINGS:
2

MAXIMUM SUBMISSIONS:
2

JOB DESCRIPTION:

• Oversee a team of CSRs.
• Monitor team performance, productivity, and efficiency.
• Support CSR performance across phone, web chat, email, written correspondence, and TDD/TTY.
• Ensure the team follows client-approved SOPs, job aids, and customer service requirements.
• Support required service levels and staffing operations.
• Respond to complaints within 48 hours when assigned as the supervisor/manager.
• Support back-office tasks with assigned CSR staff when required.

SKILL SET:

Mandatory:

• Bilingual English/Spanish.
• 10+ years of work-related experience (Abacus screening requirement).
• Health insurance exchange content knowledge and experience.
• Experience supervising contact center CSRs.
• Experience monitoring team performance, productivity, and efficiency.

Desired:

• Experience supporting multi-channel operations.
• Experience handling complaint response.
• Experience supporting service-level performance.
• Experience with back-office operations.

EDUCATION:
Relevant education/training.

CERTIFICATIONS:
If required.

DOCUMENTATION REQUIRED FOR SUBMISSION:
Resume

WORK HOURS:

• Monday-Friday: 8:00 AM-8:00 PM ET
• Saturday: As needed, 10:00 AM-5:00 PM ET
• Non-OE: Monday-Friday, 8:00 AM-6:00 PM ET
• Extended deadline hours as required.

WORK AUTHORIZATION:
USC / GC / EAD / H1 also

RELOCATION:
No

REMOTE WORK:
No

ADDITIONAL NOTES:
Client requires the following positions as key personnel:

• One (1) Trainer
• Two (2) Supervisors
• Two (2) Quality Assurance Analysts

Search for the best possible candidate at the minimum possible rate.

ONSHORE/OFFSHORE:

CEILING PRICE/FLOOR PRICE:

FULL-TIME/PART-TIME: