Bilingual Supervisor - Call Center

Description & Requirements

Maximus is looking to fill a Bilingual Non-Surge Supervisor position. This position supports our CDC INFO program. The supervisor role specializes in supervising and evaluating customer service teams to ensure adherence to quality standards. It includes providing coaching and development opportunities, managing confidential information, and driving operational efficiency in fast-paced, deadline-oriented environments. This role requires fluency in both English and Spanish , including the ability to read, write, and speak both languages.

***Must be available to work Monday - Friday shift 11:30am-8pm EST.***

Essential Duties and Responsibilities:

- Supervise the work of call center staff 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 Talent Acquisition and 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 Human Resources on resolving problems

- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their 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 call center activities as required

- Support and enforce call center expectations

- Oversee the work of subordinates to facilitate productivity or to overcome difficult aspects of work.

- Assist direct reports with escalated issues or cases as needed- Perform other duties as assigned by leadership

- Maintain a high level of confidentiality while performing all work tasks
- Perform other duties as assigned by leadership.

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

- Perform other duties as assigned by leadership.

Minimum Requirements:

- Bachelor's degree in relevant fields of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

- Ability to manage a high level of confidentiality

- Proficient in Microsoft office suite

- Excellent organizational, written, and verbal communication skills

- Ability to perform comfortably in a fast-paced, deadline-oriented work environment

- Ability to work as a team member, as well as independently

- Must be able to remain in a stationary position for an extended period of time

- Ability to speak and read English and Spanish clearly, professionally, and fluently

Home Office Requirements:

- Hardwired internet (ethernet) connection.

- Internet download speed of 25mbps single upload or higher required (you can test this by going to

- Private work area and adequate power source.

- Video calls may be requested on occasion.

This position you will need to use your own device personal computer or laptop for training period (Tablets, iPads, and Chromebooks are not permitted.) Once training is complete, the program will provide you equipment to use.

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.

CDC INFO experience preferred

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.

Minimum Salary


$

44,000.00

Maximum Salary


$

48,500.00