Senior Client Operations Supervisor (Spanish Bilingual)

Senior Client Operations Supervisor (Spanish Bilingual)

Must be in Southern NV and have reasonable commute to Las Vegas, NV due to in-office requirements.

SCHEDULE: Full-Time, Monday-Friday, 9:00am-6:00pm PST

COMPENSATION: Starting Pay $27 – $31 per hour. (The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.)

WHO WILL SHINE IN THIS ROLE

Are you looking for an opportunity to lead, develop others, and make a meaningful impact ? PCI is seeking a Senior Client Operations Supervisor who is people-focused, collaborative, and fluent in English and Spanish and excited to coach employees, support daily operations, and deliver exceptional service . Based in Nevada , this role supports Client Solutions Associates across our Minnesota and Nevada offices , helping maintain consistent expectations and strong team performance.

This is an exciting opportunity to expand your leadership skills, strengthen collaboration across locations, and contribute to employee and company success through hands-on coaching, problem-solving, and process improvements.

WHAT YOULL DO

- Supervises, coaches, and develops assigned Client Solutions Associates through clear expectations, regular one-on-one meetings, recognition, and documented follow-up.

- Monitors each employees quality, productivity, attendance, schedule adherence, and service results, addresses gaps, and keeps the Client Operations Assistant Manager informed.

- Reviews and scores employee calls using PCI quality standards, takes part in calibration, and gives timely, specific coaching.

- Writes and delivers performance evaluations, provides ongoing feedback, and takes part in employee relations and corrective action with leadership and HR, within established authority.

- Serves as the operational leader during assigned shifts, including evenings, weekends, and closing, making timely decisions within delegated authority and escalating significant issues.

- Partners with Coordinators and Scheduling to monitor queues, workloads, and coverage, and makes adjustments within approved staffing and scheduling guidelines.

- Resolves escalated application, contract, client, and service concerns, supports employees with process and technical questions, and routes issues beyond authority to the right partner.

- Handles inbound and outbound interactions and reviews applications and contracts as business needs require, keeping accurate records, protecting confidential information, and following verification standards.

- Communicates clearly in English and Spanish to assist employees, clients, and customers and to explain processes and expectations.

- Keeps communication and shift handoffs clear between the Minnesota and Nevada offices and promptly reports significant employee concerns, operational interruptions, and unresolved issues to leadership.

WHAT WERE LOOKING FOR

Must-Have Qualifications:

- High school diploma or GED, or 4+ years of equivalent experience. 1+ years of supervisory experience with direct reports.

- Previous customer service experience, including resolving escalated concerns.

- Fluency in spoken English and Spanish, with the ability to explain procedures clearly and accurately.

- Ability to coach employees, document performance, read operational reports, and manage competing priorities.

- Availability to work assigned schedules that may include evenings, weekends, and closing shifts.

Nice to have but not Required!

- Previous experience in a call center.

- Previous experience in a satellite, branch, or remotely supported location.

- Experience scoring calls, supporting employees across locations, and using Genesys Cloud CX or a similar call center tool.

LOCATION & WORK SETTING

- Office Address: 628 Roosevelt Rd, St. Cloud, MN, 56301

- Schedule: Full-Time, Monday–Friday 9:00am-6:00pm PST

- Work Setting: In-Office

COMPETITIVE COMPENSATION & BENEFITS

- Starting Pay: $27 – $31 per hour.

- The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

- Bilingual Pay: Earn an additional $2.00 per hour for Spanish Fluency! Bilingual fluency in Spanish and English with Strong written and verbal communications skills.

PCI offers competitive and comprehensive benefits including medical, dental, vision, short-term disability, long-term disability, and voluntary benefits.

Additional Perks that Go the Extra Mile:

- Annual Discretionary Bonus

- Earned Safe & Sick Time (ESST)

- Paid Maternity & Paternity Leave

- Paid Time Off (PTO) & 8 Paid Holidays

- Donation Matching & Paid Volunteer Time

- 401(k) Match – 100% of your deferrals up to 5%

- Tuition Reimbursement & Student Loan Match Program

HOW TO APPLY

It only takes a couple minutes ! Submit your resume on our website at preferredcredit.com/careers .

EQUAL EMPLOYMENT OPPORTUNITY

PCI is an equal employment opportunity employer committed to diversity, equity, & inclusion. We make hiring decisions based on qualifications, merit, and business needs. If you need assistance or an accommodation due to disability, please contact PCI HR at [email protected].