Bilingual Supervisor (Spanish/English)

LOCATION

Remote Work-at-Home

POSITION OVERVIEW

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

 

We are seeking a dedicated and dynamic Bilingual Supervisor to join our team. The ideal candidate will be fluent in both English and Spanish, possess strong leadership skills, and have a passion for managing and supporting a diverse team in a fast-paced environment.

 

Shift Pattern: 5 days per week, with 8-hour shifts each day between Monday - Saturday, 9am - 10pm EST

 

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

 

POSITION RESPONSIBILITIES

Key Responsibilities:

• Oversee and manage a team of Call Center Representatives, ensuring smooth daily operations.
• Maintain attendance and job performance standards to ensure high productivity.
• Address and manage customer service issues, providing solutions in a timely manner.
• Ensure the team consistently meets customer service standards and achieves individual and group goals.
• Implement strategic plans and initiatives to enhance team performance and satisfaction.
• Train, coach, and motivate Call Center Representatives to improve skill sets and job satisfaction.
• Continuously monitor team performance, providing guidance and feedback.
• Oversee daily activities, ensuring compliance with company policies and procedures.
• Regularly evaluate individual and team performance, providing actionable feedback.
• Provide ongoing support to staff to help them succeed in their roles.

 

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Must be fluent in both English and Spanish, with the ability to communicate clearly and effectively in both languages.
• Strong conflict resolution skills and the ability to manage difficult situations with professionalism.
• Active listening skills and a keen ability to understand and address concerns.
• Bias for action with a focus on delivering results in a timely manner.
• Strong perspective-taking skills to understand the needs and concerns of both staff and customers.
• Proficient in facilitation, mediation, and problem-solving techniques to resolve conflicts and improve team dynamics.
• Must demonstrate a strong sense of responsibility and accountability for team success.
• A self-motivated team player with the ability to lead by example and follow instructions when necessary.
• Flexible and open to change, adapting to new challenges as the business evolves.

CONDITIONS OF EMPLOYMENT

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.  Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening.  Job offers are contingent on drug screening results.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

 

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

 

What You Can Expect from MCI:We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by locatio