Bilingual Customer Service Supervisor

High School Diploma or GED equivalent (College degree preferred).
Ability to communicate clearly and professionally in both English and Spanish, both verbally and in writing.
2+ years of experience in customer service or a supervisory role within a contact center environment.
Proven experience managing and coaching teams to achieve performance goals.
Strong problem-solving skills and the ability to resolve escalated issues effectively.
Intermediate to advanced proficiency in Spanish.
Knowledge of health insurance products and services is a plus.
Ability to work a flexible schedule, including some weekends, during peak seasons.

Lead and supervise a team of bilingual customer service representatives, ensuring high performance in meeting service goals and KPIs.
Provide coaching, training, and performance feedback to team members to enhance their skills and performance.
Handle escalated customer issues, providing effective solutions and ensuring customer satisfaction.
Monitor team performance and provide real-time guidance to improve the member experience.
Support team members in managing inbound phone calls, emails, and other customer interactions.
Apply knowledge of health insurance products to ensure the team provides accurate information to members.
Foster a positive work environment and drive team engagement and morale.
Maintain effective communication with management to address any operational challenges or opportunities.