Bilingual Supervisor - Contact Center Operations
About The Position
Fortuity Calling, LLC is seeking experienced Supervisors (Spanish/English) to support a high-volume, federally regulated contact center operation for the National Passport Information Center (NPIC). Supervisors provide direct day-to-day leadership for Customer Service Representatives (CSRs) supporting the General Information Line and play a key role in ensuring attendance, performance, and compliance during peak operations. Supervisors serve as the primary frontline leadership presence on the contact center floor, working closely with Onsite Managers and the Client’s site leadership to maintain service levels, reinforce standards, and support employee success in a secure, regulated environment.
Requirements
- U.S. Citizenship (required due to federal contract requirements)
- High School Diploma or GED (required)
- Minimum 3+ years of supervisory, team lead, or operational leadership experience in a contact center or similar environment
- Demonstrated experience managing attendance, performance, and employee conduct
- Strong written and verbal communication skills
- Proficiency with Microsoft Office and collaboration tools (Outlook, Teams)
- Ability to work effectively in a secure, regulated environment
- Must be able to pass a lifetime criminal background and credit check
- Must be able to pass an English/Spanish Language Certification Exam
Nice To Haves
- Prior experience supporting government or government-adjacent contact center contracts
- Experience supervising temporary or seasonal workforces
- Familiarity with workforce management, quality assurance, or timekeeping systems
- Experience supporting individuals with disabilities or other barriers to employment
- Prior exposure to federal background or clearance processes (MRPT or similar)
- Spanish/English bilingual capability (subject to required testing and certification)
Responsibilities
- Provide direct supervision and daily support to assigned CSR teams
- Monitor attendance, punctuality, and schedule adherence
- Deliver real-time coaching, feedback, and performance support
- Reinforce quality, customer service, and compliance standards
- Support onboarding activities and Client-led training and certification
- Document coaching, attendance issues, and corrective actions accurately
- Escalate performance, attendance, or conduct concerns to Onsite Managers
- Provide floor support during peak call volume periods
- Ensure adherence to federal security, confidentiality, and workplace policies
- Promote a professional, inclusive, and performance-driven work environment
- Support MRPT clearance participation and compliance requirements as applicable
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
