Call Center Manager - Bilingual English/Spanish

Job TitleLocal Account Manger (Call Center Manager) - Bilingual English/SpanishClient Company/Dept. NameDistrict of Columbia Health Benefit Exchange Authority (HBX)Address1225 Eye Street, NW, Suite 400City Name State NameDC-District Of ColumbiaZip Code If others (Address)      Duration of the projectProject Start DateAug-27Project End DateJul-28Due date for Resume submission09/17/2026No. of Openings1No. of Maximum Submissions1 Job DescriptionDirect and coordinate Client operations with direction from client Agency and the Program Manager.
Improve performance, productivity, and efficiency through best-practice implementation.
Manage supervisors, trainer(s), and other direct reports.
Use health insurance exchange content knowledge and experience to support client operations.
Support successful operations, performance metrics, and customer service standards as client Key Personnel.
Remain available during business hours, or provide a qualified designee, to discuss operational issues with client agency.
Respond to complaints within 48 hours when assigned as the manager.
Serve as Key Personnel supporting client requirements.Skill set infoMandatory: Bilingual English/Spanish; call center operations/management experience; relevant Bachelor's degree; minimum 7 years of work-related experience; health insurance exchange content knowledge and experience; experience directing contact center operations, improving performance/productivity/efficiency, and managing supervisors, trainers, and other direct reports.EducationRelevant Bachelor's degreeCertifications (if required) Documentation Required for submissionCurrent resume identifying the proposed candidate and clearly showing bilingual English/Spanish capability, relevant Bachelor's degree, 7+ years of work-related experience, call center management experience, and health insurance exchange content knowledge/experience.Work HoursMon-Fri 8 AM-8 PM ET; Sat as needed 10 AM-5 PM ET. Non-OE: Mon-Fri 8 AM-6 PM ET. Extended deadline hours as required.Account Manager Name (Proposal Team) Work authorization requiredUSC/GC/EAD/H1 also        Relocation is acceptedNo Remote workNoAdditional Notes if anyWe require best candidate at minimum posiible rateOn shore/Offshore         Ceiling price/floor price         Full time /Part time