Bilingual Call Center Supervisor - Spanish

About the role

UnifyCX is growing, and we are looking for an experienced Bilingual Call Center Supervisor - Spanish to join our motivated and ambitious team. This is an onsite position based at our San Antonio site: 2735 Austin Highway, San Antonio, TX 78218.

As a Bilingual Call Center Supervisor - Spanish, you will lead, coach, and motivate a team of Bilingual Benefits Customer Service Agents who support customers with benefits-related inquiries in both English and Spanish. You will drive individual and team performance, ensure compliance with established procedures, and deliver exceptional customer experiences across email, phone, and chat. You will oversee the team's support for Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), payment cards, bank accounts, and other benefits-related products while ensuring accurate information, data privacy, and consistent service quality.

Responsibilities

• Lead, coach, and motivate a team of Bilingual Benefits Customer Service Agents to achieve performance targets and deliver excellent customer experiences in English and Spanish.
• Monitor daily workflows, service levels, productivity, and quality to ensure established procedures and performance standards are consistently followed.
• Oversee customer support activities across email, phone, and chat, including the handling of Zendesk tickets and the use of benefits administration portals.
• Ensure agents provide accurate and appropriate information regarding HSA, FSA, payment cards, bank accounts, and other benefits-related products.
• Monitor customer interactions and provide regular coaching, call listening, quality feedback, and development plans to improve customer service skills and overall team performance.
• Support agents in handling complex customer inquiries, escalations, and sensitive situations while ensuring timely and appropriate resolutions.
• Ensure compliance with customer privacy, data security, and established protocols for handling sensitive health-related information and inquiries that may require tax-related guidance.
• Identify operational risks, recurring customer concerns, and opportunities to improve workflows, service quality, and team efficiency.
• Support the Program Manager and other stakeholders in monitoring key performance indicators, addressing operational challenges, and implementing improvement initiatives.
• Ensure the fair and consistent application of performance management procedures and disciplinary measures, as necessary.
• Keep the team informed of changes to benefits products, systems, processes, and client requirements.
• Promote a positive, accountable, and customer-focused team environment that encourages collaboration, continuous learning, and professional development.
• Escalate significant operational issues and recommend solutions to senior management when appropriate.
• Perform other duties as assigned.

Education and Experience

• Previous supervisory or team management experience in a BPO or contact center environment, preferably supporting benefits administration, financial services, or related customer service programs.
• Experience coaching and managing customer service representatives, preferably in a bilingual support environment.
• Familiarity with customer service platforms, ticketing systems such as Zendesk, and performance monitoring tools.
• Experience supporting benefits products, including HSA, FSA, payment cards, or bank account-related inquiries, is highly preferred.

Bilingual Communication Skills

• Fluency in both English and Spanish, with the ability to communicate confidently and professionally in speaking and writing.
• Strong verbal and written communication skills, including the ability to coach agents and assist with customer escalations in both languages.
• Ability to communicate complex information clearly, demonstrate empathy, and ensure consistent customer service across both languages.

Leadership and Coaching

• Strong leadership, coaching, and people-development skills, including the ability to provide constructive feedback and implement performance improvement plans.
• Ability to motivate team members, promote accountability, and foster a positive and collaborative work environment.
• Experience monitoring quality, productivity, attendance, and other key performance indicators.
• Ability to manage performance concerns fairly and consistently while supporting employee growth and development.

Customer Service and Problem-Solving

• Strong customer service skills, with the ability to manage demanding customers, resolve escalations, and guide agents through complex inquiries.
• Excellent analytical and problem-solving skills, with strong attention to detail.
• Ability to identify customer needs, assess situations, and recommend appropriate solutions while maintaining service quality.
• Understanding of customer privacy, data security, and the importance of appropriately escalating sensitive health-related or potential tax-related concerns.

Adaptability and Professionalism

• Strong organizational and time management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office applications and the ability to learn new systems and technologies.
• Ability to adapt to changing business needs,