Bilingual Contact Center Supervisor

DATAMARK, Inc. is looking for a dedicated Bilingual Contact Center Supervisor to lead our team in delivering exceptional customer service. This role involves supervising contact center agents, monitoring performance, and ensuring that service level agreements are met. The Contact Center Supervisor will work closely with agents to provide coaching, handle escalated issues, and foster a positive work environment.

As part of a dynamic organization, the supervisor will contribute to continuous process improvements and collaborate with various departments to achieve operational excellence and customer satisfaction.

Requirements

• High school diploma or equivalent; bachelor's degree preferred
• Minimum of 2 years experience in a contact center environment
• At least 1 year of supervisory or team lead experience
• Bilingual proficiency (Spanish/English)
• Open availability
• Must pass a thorough background check
• Strong communication and interpersonal skills
• Excellent leadership and coaching abilities
• Familiarity with contact center metrics and performance indicators
• Ability to handle escalated customer issues calmly and professionally
• Proficient in Microsoft Office and contact center software