Bilingual Call Center Manager (English/Spanish)

Job overview

The Bilingual Call Center Manager (English/Spanish) role is onsite in Washington, DC. Compensation is not specified. The manager supports operations for the District of Columbia Health Benefit Exchange Authority. The role directs client operations, manages supervisors and trainers, and improves performance, productivity, and efficiency. It supports the client’s operational metrics and customer service standards while serving as key personnel for agency requirements.

What you'll do

• Direct and coordinate client operations with the client agency and Program Manager
• implement best practices to improve performance, productivity, and efficiency
• manage supervisors, trainers, and other direct reports
• apply health insurance exchange knowledge to client operations
• support performance metrics and customer service standards
• remain available during business hours or provide a qualified designee
• respond to assigned complaints within 48 hours
• serve as key personnel supporting client requirements.

What we're looking for

Skills & competencies

bilingual call center manager

english/spanish

washington dc

abacus service corporation

onsite

call center operations

health insurance exchange

team management

performance improvement

monday–friday

saturday as needed

customer service standards

Work arrangement

• Weekend coverage required

Why this role

Bilingual English/Spanish, call center operations management experience, a relevant bachelor’s degree, at least seven years of related experience, and health insurance exchange knowledge are mandatory. Hours include Monday–Friday 8:00 a.m.–8:00 p.m. ET and Saturday as needed 10:00 a.m.–5:00 p.m.

About the employer

Abacus Service Corporation is hiring for this role. Industry: Telemarketing Bureaus and Other Contact Centers. Sector: 56.