Limited Service Spanish Bilingual Call Center Supervisor

Essential Duties and Responsibilities: Supervise the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed. Interview and recommend hiring and promotion of contact center staff, through partnering with Human Resources. Develop work schedules and assign duties to direct report personnel to ensure efficiency. Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources. Discuss job performance concerns with employees to identify causes and issues and work closely with the Human Resources on resolving problems. Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks. Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports. Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports' quality performance and trending call types, and providing coaching on a regular basis. Participate in meetings and recommend changes to policies and procedures. Assume leadership responsibility for departmental tasks and contact center activities as required. Support and enforce contact center expectations. Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work. Assist direct reports with escalated issues or cases as needed. Minimum Requirements Bachelor's degree in related field. 3-5 years of relevant professional experience required. Equivalent combination of education and experience considered in lieu of degree, or demonstrated ability to perform the role successfully. Fluency in English and specified secondary language required. Prior experience with the New Jersey State-Based Exchange (NJ SBE) program preferred. Must reside in the continental United States and be a US Citizen. Must be able to speak, read and write both Spanish and English fluently. Minimum Requirement: 25+ Mbps download speed; 15+ Mbps upload, Cat5e Ethernet cable connection required for stability and increased bandwidth. Must be hardwired, not using Wifi. Training Schedule: Monday-Friday, 8:00 AM - 4:30 PM Eastern Time for approximately 3 weeks. Hours of Operation: Open Enrollment (November 1 - January 31)Monday-Friday: 8:00 AM - 8:00 PM ET Saturday: 8:00 AM - 5:00 PM ET Last two Sundays of Open Enrollment: 8:00 AM - 5:00 PM ET Last three days of Open Enrollment: 8:00 AM - 10:00 PM ET One week following Open Enrollment: 8:00 AM - 8:00 PM ET Non-Open EnrollmentMonday-Friday: 8:00 AM - 5:00 PM ET Candidates must be flexible to work schedules within the operating hours based on business needs, including evenings, weekends, and extended hours during Open Enrollment. EEO Statement Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics. Pay Transparency Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances. AccommodationsMaximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at applicantaccom@maximus.comMinimum Salary 50,000.00 Maximum Salary 65,000.00