Bilingual Supervisor - Flood Relief Call Center

About the role

MCI is seeking a Bilingual Supervisor to lead and manage the team supporting the Flood Support project. This role is crucial for maintaining efficient day-to-day operations and achieving outstanding performance results.

Responsibilities

• Direct and oversee all aspects of daily operations for the Flood Support project to ensure seamless execution and efficiency.
• Drive team performance by setting clear goals, monitoring progress, and fostering a high-productivity environment aligned with organizational objectives.
• Manage staff attendance, create and adjust schedules, and oversee shift management to optimize workforce deployment.
• Proactively address performance concerns, provide constructive feedback, and implement corrective actions, including terminations when required.
• Serve as the primary communication link between team members and stakeholders to ensure project objectives and expectations are met.
• Uphold compliance with company policies, industry standards, and relevant regulatory requirements.
• Identify opportunities for process improvements and implement strategies to enhance operational efficiency.
• Provide coaching and mentorship to team members to support professional growth and skill development.
• Monitor and report key performance indicators (KPIs) to assess team effectiveness and project success.
• Collaborate with other departments to ensure resource availability and alignment with organizational goals.
• Perform additional tasks as assigned to support project needs and organizational objectives.

Requirements

• Fluency in both English and Spanish
• Proven experience in a contact center environment
• Demonstrated supervisory experience with a track record of effective team leadership
• Familiarity with Federal and State Local Education Departments (Fed/SLED) processes is a plus
• Strong organizational and problem-solving skills
• Excellent interpersonal and communication skills to effectively lead and engage team members
• Proficiency in using contact center software and analytics tools to drive performance
• Ability to manage multiple responsibilities in a fast-paced environment
• Adaptability to evolving project needs and the ability to implement changes effectively
• Strong time management skills to prioritize tasks and meet deadlines
• Commitment to continuous learning and development to enhance supervisory capabilities

Qualifications

• Associate Degree, Certification or Equivalent Combination of Training and Experience
• Min. Years Experience: 2 years

Skills

• Effective communication skills
• Leadership and supervision skills
• Project management skills
• Technical proficiency in contact center software and analytics tools

Benefits

• Paid Time Off
• Incentives & Rewards
• Health Benefits
• Retirement Savings
• Disability Insurance
• Life Insurance
• Supplemental Insurance
• Career Growth
• Paid Training
• Fun, Engaging Work Environment
• Casual Dress Code

Pay

$48,000.00 - $52,000.00/Yr. | Commensurate

Schedule

• Hours of Operation: 7:00 AM to 7:00 PM CST
• Shift Pattern: 7:00 AM to 4:00 PM CST, 10:00 AM to 7:00 PM CST
• Flexibility to work assigned shifts is required.

Company/Brand

MCI

Location

US-KS-Wichita

Division

Business Process Outsourcing