Call Center Operations Leader

Firstsource; Puerto Rico; On-site; USD 55,000 - 75,000; Full time

Job summary

Firstsource (Liberty Dental Plan) supervisor role bridging frontline agents and senior management to ensure operational efficiency, service quality, and a motivated team.

The role requires a balance of people management, analytical skills, and customer service expertise to achieve employee satisfaction and customer loyalty, with daily operational oversight and duties alongside Operations Managers.

Qualifications

• Educational requirements typically include a high school diploma or equivalent, with higher education preferred.
• Prior experience in call center / customer service and supervisory roles is required.
• Strong leadership and interpersonal skills to motivate and manage a team effectively.
• Ability to effectively work and communicate with coworkers, staff, and clients.
• Ability to present oneself in a professional and courteous manner at all times.
• Working knowledge of Personal Computers, Microsoft applications and time management platforms.
• Demonstrate initiative and creativity in fulfilling job responsibilities.
• Excellent written and verbal communication skills
• Ability to prioritize multiple tasks in a busy work environment.
• Project management and strong organizational skills a must.
• Analytical abilities to interpret performance metrics and implement improvements

Responsibilities

• Lead and supervise call center agents, providing coaching, mentoring, and performance feedback to ensure high-quality service and employee growth.
• Monitor KPIs such as call volume, wait times, call abandonment, and customer satisfaction; conduct regular performance reviews and manage disciplinary actions if necessary
• Manage daily operations, including scheduling, resource allocation, budgeting, and ensuring compliance with company policies and industry regulations including maintaining time and attendance records for all staff.
• Handle escalated customer complaints or complex inquiries that agents cannot resolve, ensuring timely and satisfactory solutions
• Support training and nesting sessions for new hires along with ongoing development for existing staff, ensuring agents are knowledgeable about products, services, and company procedures
• Analyze call center data and metrics to identify trends, inefficiencies, and opportunities for operational improvements
• Work with other departments and senior management to implement strategic initiatives and maintain smooth operations

Skills

Team leadership

Performance management

Analytical skills

Customer service

Communication

Time management

Problem solving

Organizational skills

Interpersonal skills

Coaching

Education

High school diploma or equivalent

Higher education preferred

Tools

Microsoft Office

Time management platforms

Job description

Firstsource (Liberty Dental Plan) supervisor role bridging frontline agents and senior management to ensure operational efficiency, service quality, and a motivated team.

The role requires a balance of people management, analytical skills, and customer service expertise to achieve employee satisfaction and customer loyalty, with daily operational oversight and duties alongside Operations Managers.