SOSi is actively seeking a highly motivated, professional and skilled Call Center Manager to lead our El Paso, TX Spanish Interpreter Call.  As the Call Center Manager, you will be responsible for overseeing and managing all aspects of our call center operations. You will lead a team of Call Center Shift Supervisors to ensure the highest level of customer satisfaction while optimizing efficiency and productivity.

• Recruit, train, and supervise 2-3 Call Center Shift Supervisors who manage respective teams of 10-50 Spanish interpreters, depending on customer demand.
• Set clear performance expectations, provide regular feedback, and conduct performance evaluations.
• Foster a positive and motivated work environment that encourages diversity, teamwork and personal development.

• Collaborate with various Program Managers and functional/process Leads to deliver operational oversight encompassing program Performance.
• Directly supervise and monitor Team members to ensure the timely completion of all requirements, maintaining strict compliance with work standards.
• Develop and implement call center policies, procedures, and best practices.
• Monitor and manage call center metrics, including call volume, response times, and customer satisfaction scores.
• Identify areas for process improvement and implement strategies to enhance efficiency and productivity.

• Administer and track the quality review plan for interpreters. Ensure that customers receive outstanding service and support by maintaining high standards of quality.
• Analyze customer feedback and implement changes to improve the customer experience. Handle escalated customer issues and complaints, resolving them in a timely and satisfactory manner.
• Ensure all language interpreters across the teams possess the qualifications necessary to support one or more SOSi contracts. Thoroughly assess initial and ongoing interpreter competencies.
• Review all resumes, schedule training classes, and ensure the comprehensive training agenda.

• Foster collaboration across diverse business unit and program departments, including Recruiting, Operations, Quality, and Finance.

• Implement and adhere to program policies, processes, procedures, and standards. These efforts directly contribute to achieving both business and operational objectives.

• Skillfully employ various Microsoft suite products and databases to accomplish assigned tasks, enhancing efficiency and precision.
• Lead, schedule, and coordinate Team meetings, generating insightful reports to address potential challenges faced by team members, as well as supported program Supervisors and Managers.
• Perform other duties as assigned by the Program Manager, displaying adaptability and commitment to the team's overall success.

• Bachelor’s degree is preferred, or alternatively, an associate degree or equivalent coursework in business administration, finance, quality management, or a related field.
• A minimum of five years of relevant experience in a call center supervisory position, with focus on one of the following areas: administrative support, language services, case management, health and wellness services, and/or data management services fields, programs, and/or operations.
• Proficiency in computer operations and software utilization, including word processing, email, spreadsheets, reports, typing, and automated processes.
• Experience within a Government Contractor environment, highlighting your familiarity with this unique landscape.
• Exceptional organizational skills and an unwavering attention to detail.
• Proficiency in analyzing situations, defining problems, and formulating and implementing effective solutions.
• Strong customer service orientation, demonstrating your commitment to exceeding expectations.
• Collaborative team player with robust business acumen.
• A willingness to be hands-on, effectively multitask, adapt to shifting priorities, and extend efforts to include weekends or extended hours in our high-energy, deadline-driven workplace.
• Capacity to work autonomously with minimal supervision.

• Effective verbal and written communication skills.
• Experience translating and gisting general and technical material to and from the source language and English.
• Proficiency in MS Office programs (Word, Excel, PowerPoint).
• Ability to work individually or in teams.

• Proficiency in Spanish and English, facilitating seamless communication with diverse stakeholders.

• The role primarily operates within a standard office environment.
• Some periods of work may require non-traditional hours, including consecutive nights or weekends, as necessitated by operational demands.
• Occasional lifting or moving of objects/packages up to 25 lbs. may be required.
• Anticipate approximately 5% travel time for the position.

SOSi is an equal employment opportunity employer and affirmative action employer. All interested individuals will receive consideration and will not be discriminated against on the basis of race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity, genetic information, or protected veteran status. SOSi takes affirmative action in support of its policy to advance diversity and inclusion of individuals who are minorities, women, protected veterans, and individuals with disabilities.