Bilingual Call Center Manager - English/Spanish

Our client, a growing fintech company headquartered in Miami, FL, USA, are looking for a Bilingual Call Center Manager

Responsibilities:

• Lead the restructuring and enhancement of call center operations with a focus on client satisfaction, efficiency, and service consistency.
• Develop and enforce quality assurance standards, training protocols, and performance metrics.
• Design and implement bilingual communication standards to ensure clarity and professionalism in both English and Spanish.
• Conduct call monitoring, coaching, and ongoing training to elevate team skills and client handling.
• Use data and client feedback to identify trends, improve scripts, and enhance customer experience.
• Collaborate with attorneys, paralegals, and administrative teams to align service delivery with case workflows and firm goals.
• Ensure full compliance with legal, ethical, and confidentiality standards in all client interactions.

Qualifications:

• 3+ years of experience in call center management, ideally in a legal, healthcare, or other high-compliance environment.
• Fluency in both English and Spanish (written and spoken) is required.
• Professional with a degree in Administration, Communications or related fields.