How to Make Your Next Bilingual Call Center Representative Hire

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Last updated at 09-19-2020 9:53:03

Overview

Methodology

More than 1,172 companies advertise 6,101 Bilingual Call Center Representative jobs on SimplyHired and its partner sites each year. After analyzing job postings and salary information from these companies, as well as direct job seeker feedback, we’ve compiled a list of insights to show you how to attract and hire your next Bilingual Call Center Representative most efficiently.

Hiring Process

In the past quarter, we’ve seen 1,903 job posts from 522 employers in the United States. This is a increase of 40.8% compared to the previous quarter. On average, there are 173 Bilingual Call Center Representative job seekers for every active Bilingual Call Center Representative job, which shows that it is an employer's market.

Writing a Job Description

In the past quarter, Customer Service Representative, Call Center Representative, Receptionist, Administrative Assistant, Bilingual Customer Service Associate, Front Desk Agent, Office Assistant, Medical Receptionist, Data Entry Clerk, and Warehouse Worker seem to be the most sought after jobs amongst the Bilingual Call Center Representative candidates in the United States. This is pretty consistent compared to the same data in the last 6 quarters. If you use one of these currently popular titles in the job description, you'll likely be able to attract a lot more candidates to apply.

For the Bilingual Call Center Representative candidates who are actively applying to jobs in this same period, we see that 6.0% of the active Bilingual Call Center Representative candidates have less than 3 years of experience, 13.7% have between 3-5 years of experience, 31.0% have 6-10 years of experience, and 49.3% have over 10 years of experience. The average years of experience has shifted from an estimated 8.3 years to 10.0 years. If you're posting a job in today's market, expect candidates with more experience to apply to your job compared to the last 2 quarters.

In the previous quarter, the most popular skills that employers are looking for include bilingualism, customer service, communication skills, Spanish, English, multilingualism, computer skills, Microsoft Office, typing, and Microsoft Excel. Demand for computer skills, Microsoft Office, Microsoft Excel, Microsoft Word, Microsoft Powerpoint, Spanish, typing, communication skills, customer service, and bilingual has significantly increased. If you are looking for a Bilingual Call Center Representative with a similar skill set, be sure to follow industry best practices in skill requirements.

Job posts with salary information received about 1.4 as many applies as those without it. In the past quarter, less than 37.3% of the job posts displayed salary information. By adding salary information to your job posting, you could potentially increase the number of applicants by approximately 40.0%.

Example Bilingual Call Center Representative responsibilities

  • Monitor and document call quality
  • Answer inbound calls from Spanish-speaking customers, interpret if necessary between the caller and a coworker or manager
  • Follow up with customers who have requested feedback, returning the call within three hours and responding to the customer's questions within 24 hours
  • Document feedback reports into a service issue-tracking system
  • Handle calls from customers experiencing billing issues or requesting information about new service plans

Recruiting

Active Recruiting

When reaching out to candidates, it’s best to understand where to look. We’ve identified hiring trends in states as well as companies regularly hiring for Bilingual Call Center Representative positions. This should provide a good place to start looking for qualified candidates. According to our data in the last quarter: Texas, Florida, New York, California, and Pennsylvania are the states that have the highest demand for Bilingual Call Center Representatives. Texas, Florida, New York, California, and Pennsylvania are where most job seekers are searching for Bilingual Call Center Representative jobs. If we look at the Bilingual Call Center Representative to job ratio, Massachusetts, Georgia, Ohio, Iowa, and South Dakota have the lowest number of Bilingual Call Center Representative applicants per job. Connecticut, Mississippi, Oregon, Texas, and Florida have the most active Bilingual Call Center Representative job seekers per job.

Passive Recruiting

While actively recruiting candidates for your role, you should also post your job to SimplyHired. By posting for free and paying only for the qualified applicants you want, your post will automatically go to a network of job boards to reach millions of qualified candidates. With SimplyHired, it doesn’t end with the post. You can track your applicants throughout the hiring process with our simple and easy to use Applicant Tracking System (ATS).

Review Candidates

In the last quarter, we estimate there are 328,367 job seekers interested in Bilingual Call Center Representative opportunities in the United States. That’s a 46.5% increase compared to the previous quarter with 224,129 active job seekers. Around 6.0% of the active Bilingual Call Center Representative candidates have less than 3 years of experience, over 13.7% have between 3-5 years of experience, 31.0% have 6-10 years of experience, and 49.3% have over 10 years of experience. The average experience level of the available Bilingual Call Center Representative candidates is 10.0 years. Active candidates in the Bilingual Call Center Representative profession most commonly have high school diplomas, followed by bachelor's degrees, associate's degrees, and master's degrees. When setting education requirements for your position, aligning with the industry standard makes it easier to find potential candidates. Application rates indicate that Bilingual Call Center Representative candidates are likely experiencing a market in which applicants have greater negotiating power. From an employer perspective, you'll likely have to attract several times more candidates to make a hire compared to other professions.

Interviewing Candidates

Interview Process

*Self-reported data collected from 356 Bilingual Call Center Representatives from 1/1/2020 to 6/30/2020, via online employer reviews for companies including First Data, UPMC, Baylor Scott & White Health, Citizens Bank, Marine Credit Union, WellSpan Health, Strategic Resources, Inc., Internal Revenue Service, Wiley Education Services, and Cendris.

After analyzing post-interview data from Bilingual Call Center Representative candidates in the last 6 months, we see more than 30.2% of the candidates self-reported being hired within 1 to 2 days. Around 81.0% of the candidates for this job reported being hired within 2 weeks. If your process takes longer than 2 weeks in the recent market, you'll likely lose these candidates to other employers. Most of the Bilingual Call Center Representative candidates are expecting a on-site interview, phone call/screening, background check, and group interview. Most employers do not require a problem solving exercises, written test, or presentation. If you are trying to hire your next Bilingual Call Center Representative quickly, consider simplifying and streamlining the hiring process. As for the interview experience, more than 69.0% of the candidates had a good or great interview experience, and more than 46% of the candidates thought that the interview leaned more towards easy.

Example Interview Questions

  • What is your availability?
  • What are the three most frequently requested languages?
  • What experience do you have with completing different customer service and/or call center tasks, such as: telephone calls, upselling customers, answering the phone, opening billing and support tickets, scheduling repair visits, setting appointments for technicians, tracking issues, troubleshooting problems and training new employees?
  • How would you rate your phone etiquette?
  • How would you rate your computer skills?

Final Review and Offer

Reference Check

Checking references is a quick and easy way to check for any red flags that didn’t arise to this point in the hiring process. Great insights can be provided by former colleagues and employers.

Crafting an Offer: Salary and Benefits

The average Bilingual Call Center Representative salary offered by employers increased for 2 out of 6 consecutive quarters in the United States. In the last quarter, we see a decrease of 5% from $41,846.3 to $39,625.52 compared to the quarter before, which is on par with the past 6 quarters. For Bilingual Call Center Representative positions, the most common benefits job seekers reported being offered by employers include: healthcare insurance by 77.8%, paid time off by 77.8%, dental insurance by 74.1%, vision insurance by 66.7%, a 401k plan by 63.0%, discounts by 25.9%, and stock options/grants by 11.1%. While still relatively rare, more and more employers now offer flexibility benefits, including location variety, sabbaticals, mostly remote, somewhat remote, paternity leave, flexible working hours, fully remote, and maternity leave, to attract and retain Bilingual Call Center Representative candidates to their organization.

Background Check and Drug Test

According to self-reported job seeker feedback, 48.8% of the employers conducted a background check, and 29.1% of the employers conducted a drug test prior to the hiring of their Bilingual Call Center Representative candidates.

Onboarding

When you’re ready to hire a Bilingual Call Center Representative, SimplyHired is here to help with your next steps. Our Human Resources Information System (HRIS) provides onboarding tools and other essential HR tools. From document signing to time off tracking, our HRIS will help you seamlessly move a Bilingual Call Center Representative candidate through the hiring and onboarding process.

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