Bilingual Call Center Supervisor
Fortuity Bilingual Call Center Supervisor
Call Center Operations Supervisor
Bilingual English/Spanish
At Fortuity we believe in our people, and in doing good business for the good of our community. Here, you will be part of a growing organization with an opportunity for career development and advancement. Fortuity provides customer service and sales support for corporate clients through engaged and professional teams of experienced agents.
Summary:
The Call Center Operations Supervisor serves as the frontline leadership presence on the contact center floor, working closely with onsite Managers and client site leadership to maintain service levels, reinforce standards, and support employee success in a secure, regulated environment. Bilingual Supervisors have the additional responsibility of managing a workforce fluent in both English and Spanish.
Pay: $50,000-60,000 annually
Location: Columbus, OH (onsite at 775 West Broad Street) and/or Phoenix, AZ (Remote)
Assignment: Full Time, Permanent
Responsibilities:
- Supervise and direct the day-to-day work of assigned remote and/or onsite call center agents
- Monitor performance metrics including productivity, quality, customer satisfaction, schedule adherence and attendance.
- Monitor call queues and real-time staffing needs in coordination with Workforce Management
- Maintain company and client quality, performance, attendance and compliance standards identifying and addressing trends when needed
- Prepare and deliver performance reports to leadership regularly
- Communicate operational updates, changes, and expectations clearly to staff and leadership
- Provide regular timely coaching and performance support to agents utilizing real-time feedback, one-on-ones, call reviews, and documented coaching sessions.
- Collaborate with leadership and human resources to accurately and effectively document coaching, attendance concerns, corrective actions, and employee relations concerns
- Develop and implement performance improvement plans for agents as needed
- Review and submit agent timecards for accuracy and completion in accordance with payroll schedules
- Participate in and support onboarding activities and client-led training and certification programs
- Drive continuous improvement initiatives to enhance efficiency and customer experience
- Provide operational support during periods of high call volume
- Participate in leadership meetings and contribute to strategic planning discussions
- Maintain compliance with applicable laws, regulations, policies, and best practices.
- Support and participate in employee engagement, morale, and retention initiatives
- Promote a professional, inclusive, performance-driven work environment
- Perform other related duties as assigned
Education/Experience:
- High School Diploma/GED equivalent required; Associate or Bachelor’s degree preferred
- 3+ years of supervisory experience in a contact center or customer service environment required
- Experience supporting government or government-adjacent contact center contracts preferred
Knowledge/Skills:
- Must be bilingual with fluent proficiency in English and Spanish written and spoken communications
- Strong understanding of contact center KPIs and performance management.
- Familiar with workforce management, quality assurance, or timekeeping systems
- Proven coaching and employee development skills with a remote and/or onsite workforce
- Excellent verbal and written communication skills; ability to manage sensitive situations effectively
- Strong organizational and documentation skills
- Proficient in Microsoft Office Suite and collaboration tools
Additional Requirements:
- Must be at least 18 years old
- Must be a US citizen
- Must successfully pass a background investigation and federal MRPT suitability screening prior to starting the position
- Ability to sit, stand, and walk the contact center floor for extended periods
- Flexibility to work evening and/or weekend hours, as necessary
- Prolonged periods sitting at a desk and working on a computer
- Must be able to lift 25 pounds at a time
Are you ready to join us in a welcoming team environment that values your contributions and helps you make a real difference in people’s lives? Start your career with Fortuity today!
What differentiates Fortuity and makes us an employer of choice?
Total Rewards:
- Competitive base pay
- Paid Time Off and 6 Paid Holidays per year
- Company Paid Life Insurance and STD/LTD
- Medical, Dental, Vision and 401K
- OnDemand Pay
Additional On-Site Offerings:
- Fresh market vending
- On-Site fitness center
- Clean, climate-controlled environment
…And more!
Fortuity Calling, LLC, is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.