Senior Client Operations Supervisor (Spanish Bilingual)
About The Position
PCI is seeking a people-focused, collaborative Senior Client Operations Supervisor who is fluent in English and Spanish. Based in Nevada, the role supports Client Solutions Associates across Minnesota and Nevada offices, providing hands-on coaching, operational support, problem-solving, and process improvements to promote consistent expectations, strong team performance, and exceptional service. The position requires working in-office and a reasonable commute to Las Vegas, Nevada. The supervisor leads and develops assigned associates, monitors quality and operational results, supports employee performance and relations, and serves as an operational leader during assigned shifts. The role also handles customer interactions and application and contract reviews as business needs require, resolves escalations, and coordinates communication and handoffs between offices.
Requirements
- High school diploma or GED, or at least 4 years of equivalent experience.
- At least 1 year of supervisory experience with direct reports.
- Previous customer service experience, including resolving escalated concerns.
- Fluency in spoken English and Spanish, with the ability to explain procedures clearly and accurately.
- Ability to coach employees, document performance, read operational reports, and manage competing priorities.
- Availability to work assigned schedules that may include evenings, weekends, and closing shifts.
- Must be in Southern Nevada and have a reasonable commute to Las Vegas, Nevada, due to in-office requirements.
Nice To Haves
- Previous call center experience.
- Previous experience in a satellite, branch, or remotely supported location.
- Experience scoring calls, supporting employees across locations, and using Genesys Cloud CX or a similar call center tool.
Responsibilities
- Supervise, coach, and develop assigned Client Solutions Associates through clear expectations, regular one-on-one meetings, recognition, and documented follow-up.
- Monitor employee quality, productivity, attendance, schedule adherence, and service results; address gaps and keep the Client Operations Assistant Manager informed.
- Review and score employee calls using PCI quality standards, participate in calibration, and provide timely, specific coaching.
- Write and deliver performance evaluations, provide ongoing feedback, and participate in employee relations and corrective action with leadership and HR within established authority.
- Serve as the operational leader during assigned shifts, including evenings, weekends, and closing; make timely decisions within delegated authority and escalate significant issues.
- Partner with Coordinators and Scheduling to monitor queues, workloads, and coverage, and make adjustments within approved staffing and scheduling guidelines.
- Resolve escalated application, contract, client, and service concerns; support employees with process and technical questions; route issues beyond authority to the appropriate partner.
- Handle inbound and outbound interactions and review applications and contracts as business needs require, maintaining accurate records, protecting confidential information, and following verification standards.
- Communicate clearly in English and Spanish with employees, clients, and customers to explain processes and expectations.
- Maintain clear communication and shift handoffs between the Minnesota and Nevada offices, and promptly report significant employee concerns, operational interruptions, and unresolved issues to leadership.
Benefits
- Medical, dental, vision, short-term disability, long-term disability, and voluntary benefits.
- Annual discretionary bonus.
- Earned Safe & Sick Time (ESST).
- Paid maternity and paternity leave.
- Paid time off (PTO) and 8 paid holidays.
- Donation matching and paid volunteer time.
- 401(k) match: 100% of employee deferrals up to 5%.
- Tuition reimbursement and student loan match program.
- Additional $2.00 per hour for Spanish fluency.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
