Bilingual Customer Care Supervisor Spanish
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Job SummaryThe Customer Care Department is driven by a talented group of customer experience professionals who take great pride in building customer and brand loyalty through positive customer interactions and regulatory compliance. The Customer Care Supervisor (WAH) coaches, mentors, motivates and leads Care Center associates to achieve expectations. The Customer Care Supervisor is responsible to lead a team of Customer Care associates with a priority to deliver outstanding customer experiences while supporting business objectives.
Essential Job Functions
Coaching – Ability to have difficult conversations, resolve conflict, and drive performance. Analyze reports, listen to a high volume of calls per week and coach to conduct, productivity, regulatory/procedural behaviors to improve Key Performance Indicators. Conduct performance reviews with each associate on his or her team. The Customer Care Supervisor will be responsible for delivering corrective action when necessary.
Engagement – Build relationships with the team that inspire collaboration and teamwork. Interact daily with the team through coaching, contests, activities that align to department/team goals and Bread Financial values and culture. Recognize and reward associates daily. Leverage resources to lead effective meetings with a strong demonstration of presentation skills and clear content. Empower the team and delegate growth and development opportunities to build trust and retain associates.
Managing Workforce – Assist Talent Acquisition with recruiting decisions by conducting interviews for internal and external roles. Influence attendance and schedule adherence to protect customer experience and brand service level agreements. Collaborate with various internal partners to achieve business objectives. Effectively manage time to plan, organize and prioritize work with agility.
Communication – Foster an environment of open and transparent communication. Demonstrate outstanding verbal and written communication skills when working with internal and external partners. Explain complex topics clearly and concisely. Respond well under pressure and appreciate ambiguity as a normal business condition. Give and accept feedback as a matter of practice. Document interactions and update customer/associate records in company systems. Utilize knowledge of Microsoft Office tools such as Word, Excel, PowerPoint, Outlook and Teams to execute daily work.
Department Manager, Operations Manager, Director
Distinctions (if applicable): Work at home
Working Conditions/ Physical Requirements:
Call Center environment; job requires sitting the majority of work day. Schedule flexibility to work 40 hours per week, including days, evenings, weekends, and some holidays
If candidate is located within 60 miles of a workable location, it is suggested they work in office approximately 2 days per month.
Direct Reports: 2-30
High School Diploma or GED
One year, or more, of leadership experience
Candidate must pass Bilingual Spanish assessment to be considered for this position
Three or more years of Customer service/Call Center experience
This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.
Typical Starting Range:$54,100.00 - $98,000.00
Full Salary Range for position:California: $62,000.00 - $122,500.00Colorado: $54,100.00 - $103,000.00New York: $59,500.00 - $122,500.00Washington: $56,800.00 - $112,400.00
The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.
Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26. New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period). Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period. Hired associates can immediately enroll in Bread Financial’s 401(k) plan.
All associates receive 11 paid holidays. Associates have discretion in managing their time away from work through the Flexible Time Off (FTO) program and may need to notify and receive approval from their manager prior to taking the time off. Associates receive 80 hours of Paid Sick and Safety Time per calendar year at the beginning of each year and is prorated in the associate’s first year of employment.
Hired associates will be able to elect to purchase company stock during offering periods in June and December. You will be eligible for an annual incentive bonus based on individual and company performance.
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About Bread Financial
At Bread Financial, you’ll have the opportunity to grow your career, give back to your community, and be a part of our award-winning culture. We’ve been consistently recognized as a best place to work in many markets and we’re proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled—both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.
Bread Financial is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive product suite, including private label and co-brand credit cards, installment lending, and buy now, pay later (BNPL). Bread Financial also offers direct-to-consumer solutions that give customers more access, choice and freedom through its branded Bread Cashback American Express® Credit Card and Bread Savings products.
Headquartered in Columbus, Ohio, Bread Financial is powered by its 7,500+ global associates and is committed to sustainable business practices.
- Bread Financial offers competitive pay, a comprehensive selection of benefit options including 401(k).
- The Company is an Equal Opportunity Employer.
- Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for the Company.
- The Company participates in E-Verify.
- The Company will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with the requirements of all applicable federal, state, and local laws, including the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act. Applicants with criminal histories are encouraged to apply.
Job Family:Care Center Operations