Bilingual Call Center Supervisor

Fortuity Calling, LLC•Phoenix, AZ

8d•Hybrid

About The Position

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.

Requirements

High School Diploma/GED equivalent required
3+ years of supervisory experience in a contact center or customer service environment required
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
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
Prolonged periods sitting at a desk and working on a computer
Must be able to lift 25 pounds at a time

Nice To Haves

Associate or Bachelor’s degree preferred
Experience supporting government or government-adjacent contact center contracts preferred

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