Bilingual Contact Center Supervisor in United States at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Bilingual Contact Center Supervisor in the United States.

This role is responsible for leading daily call center operations within a healthcare-focused environment, ensuring high-quality service delivery and strong alignment with client expectations. You will oversee and coach a team of contact center agents while driving performance, compliance, and operational excellence across all interactions. Acting as a key liaison between clients, internal teams, and leadership, you will help shape service strategies and ensure seamless execution of program objectives. The position combines hands-on team management with strategic oversight, including performance tracking, reporting, and continuous improvement initiatives. You will also contribute to staffing decisions, training approaches, and workflow optimization to support both efficiency and customer satisfaction. This is a highly collaborative and client-facing role that requires strong communication, leadership, and bilingual capabilities.

You will lead call center operations and ensure consistent delivery of high-quality service, while managing team performance, client relationships, and operational execution in alignment with contractual and business goals.

• Oversee daily contact center operations, ensuring service levels, quality standards, and compliance requirements are consistently met
• Lead, coach, and develop a team of call center agents, fostering accountability, engagement, and continuous improvement
• Serve as the primary liaison between clients, internal departments, and operational teams to ensure seamless program execution
• Support workforce planning, staffing models, training strategies, and performance reporting to optimize efficiency
• Participate in client communications, business reviews, and strategic planning discussions to report performance and identify opportunities
• Monitor operational metrics, budgets, and program profitability while ensuring adherence to contractual obligations
• Collaborate with business development and leadership teams to support program growth and implementation strategies
• Ensure all processes and communications align with regulatory, compliance, and quality standards

You bring strong leadership experience in contact center environments, combined with analytical thinking, client management capabilities, and fluency in Spanish to support bilingual service delivery.

• Fluent in Spanish and English (required)
• Bachelor’s degree in Health Science, Telecommunications, Marketing, or related field, or equivalent experience
• 3+ years of experience in call center, inside sales, or customer service leadership roles
• Proven ability to manage, coach, and develop teams in a high-volume operational environment
• Strong understanding of healthcare or pharmaceutical industry environments is highly preferred
• Experience managing budgets, contracts, and performance metrics in a client-facing setting
• Excellent communication and presentation skills, including experience engaging senior-level stakeholders
• Strong analytical and decision-making skills with the ability to interpret operational data
• Ability to work in fast-paced environments while managing multiple priorities and deadlines
• Experience in compliance-driven or regulated environments is a plus

• Competitive compensation package
• Comprehensive medical, dental, and vision insurance
• 401(k) retirement plan
• Short-term and long-term disability coverage
• Life insurance
• Paid maternity and paternity leave
• Accrued paid time off and paid holidays
• Employee discounts and promotional programs
• Recognition programs, awards, and performance incentives
• Collaborative and inclusive work culture
• Career growth opportunities within a global healthcare-focused organization