Call Center Supervisor (Bilingual)

TechOp Solutions is seeking a bilingual individual with excellent communication skills (oral and written), strong reading/writing abilities, and extensive call center supervisory experience to support an exciting opportunity in a federal contact center environment. 

The ideal candidate will have proven leadership skills, experience working with multiple CRM systems, and be a curious and efficient practitioner motivated to succeed in a fast-paced environment, working both independently and as part of a team. 

Duties:

• Collaborates with the call center manager to determine operational strategies, technical specifications and metrics, and contributes to strategic plans. 

• Monitors performance with the objective of improving call center operations, troubleshooting admin and technical issues, and managing the implementation of improvement strategies. 

• Oversee a team of call center operators and daily operations, including schedule management. 

• Able to answer calls during periods of high call volume. 

• Queries database and prepares metrics and trend reports for leadership and other key stakeholders. 

• Support the creation and update and of SOPs, job aids, and other tools that improve operational processes. 

• Performs additional duties as assigned. 

Requirements

• Bachelor’s degree and six years of call center supervisor experience; ( Education can be substituted with years of experience)  
• Familiarity with RAD Apps and CRM tools. 

• At least two years of experience working with ServiceNow or similar CMS platforms 

• Strong reading comprehension, writing, and communication skills 

• Bilingual proficiency in English and Spanish. 

• 6+ years managing the process of handling information requests and performing data searches in various systems
• Law enforcement or immigration experience preferred

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