Limited Service Spanish Bilingual Call Center Supervisol

Essential Duties and Responsibilities:

- Supervise the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed.
- Interview and recommend hiring and promotion of contact center staff, through partnering with Human Resources.
- Develop work schedules and assign duties to direct report personnel to ensure efficiency.
- Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources.
- Discuss job performance concerns with employees to identify causes and issues and work closely with the Human Resources on resolving problems.
- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.
- Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports.
- Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports' quality performance and trending call types, and providing coaching on a regular basis.
- Participate in meetings and recommend changes to policies and procedures.
- Assume leadership responsibility for departmental tasks and contact center activities as required.
- Support and enforce contact center expectations.
- Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
- Assist direct reports with escalated issues or cases as needed.

Minimum Requirements

- Bachelor's degree in related field.

- 3-5 years of relevant professional experience required.

- Equivalent combination of education and experience considered in lieu of degree, or demonstrated ability to perform the role successfully.

- Fluency in English and specified secondary language required.

- Prior experience with the New Jersey State-Based Exchange (NJ SBE) program preferred.

- Must reside in the continental United States and be a US Citizen.

- Must be able to speak, read and write both Spanish and English fluently.

- Minimum Requirement: 25+ Mbps download speed; 15+ Mbps upload, Cat5e Ethernet cable connection required for stability and increased bandwidth.

Must be hardwired, not using Wifi.

Training Schedule:
Monday-Friday, 8:00 AM - 4:30 PM Eastern Time for approximately 3 weeks.

Hours of Operation:
Open Enrollment (November 1 - January 31)


* Monday-Friday: 8:00 AM - 8:00 PM ET


* Saturday: 8:00 AM - 5:00 PM ET


* Last two Sundays of Open Enrollment: 8:00 AM - 5:00 PM ET


* Last three days of Open Enrollment: 8:00 AM - 10:00 PM ET


* One week following Open Enrollment: 8:00 AM - 8:00 PM ET

Non-Open Enrollment


* Monday-Friday: 8:00 AM - 5:00 PM ET

Candidates must be flexible to work schedules within the operating hours based on business needs, including e...