Call Center Supervisor - Bilingual
About The Position
The Call Center Supervisor oversees daily operational performance for a team of call center representatives handling inbound and outbound customer calls. This role ensures service excellence by monitoring KPIs, coaching staff, optimizing call workflows, and resolving complex customer issues. The supervisor also partners cross‑functionally to support process improvements, technology utilization, and elevated customer experience. Core responsibilities align with industry standards for call center supervisors, including monitoring quality, ensuring adherence to procedures, and resolving customer concerns. This is a full-time, hybrid position. It is based in our regional office in either Columbus, OH or El Paso, TX . Typical work hours are 8:00am-5pm, M-F.
Requirements
- High School Diploma or GED
- Technology Enablement
- Coaching & Development
- Operational Excellence
- Client & Business Growth Orientation
- Accountability & Quality
- Communication & Collaboration
- Problem Solving
- Bilingual (Spanish Speaking)
Nice To Haves
- Some College preferred
- Dialpad experience preferred or similar call center platform
- Salesforce experience preferred
- PEO / HRIS support experience preferred
- Prism experience preferred
- iSolved experience preferred
Responsibilities
- Lead and coach team members to meet performance standards.
- Monitor KPIs and ensure service-level adherence.
- Use Salesforce and Dialpad expertise to develop and improve workflows.
- Support escalated customer issues and ensure accurate documentation.
- Enhance operational excellence through data-driven decision making.
- Implement Spanish-speaking support
- Leverage AI to improve the client experience while expanding support capabilities.
- Ensure that processes align with OneDigital’s security requirements to protect client data
- Collaborate with internal stakeholders to understand and set appropriate performance standards
- Collaborate with OneDigital IT Department & Salesforce Development Team to ensure technology is being leveraged appropriately.
Benefits
- health, wellbeing, retirement, and other financial benefits
- paid time off
- overtime pay for non-exempt employees
- robust learning and development programs
- reimbursement of job-related expenses per the company policy
- employee perks and discounts
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
