Call Center Operations Leader

Firstsource; United States; On-site; USD 55,000 - 76,000; Full time

Job summary

Liberty Dental Plan is seeking a dedicated Call Center Supervisor to bridge frontline agents with senior management, drive operational efficiency, and maintain service quality. You will oversee daily operations, evaluate staff progress, and support training while aligning with company policies.

The role requires strong people leadership, analytical ability, and a customer-service mindset to foster employee satisfaction and customer loyalty.

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 and feedback to ensure high-quality service.
• Monitor KPIs such as call volume, wait times, and customer satisfaction; conduct performance reviews.
• Manage daily operations including scheduling and budgeting; ensure policy compliance.
• Handle escalated customer complaints and complex inquiries with timely resolutions.
• Support training and onboarding for new hires and ongoing staff development.
• Analyze call center data to identify trends and opportunities for improvement.
• Collaborate with other departments and senior management on strategic initiatives.

Skills

Leadership

Communication

People management

Time management

Education

High School Diploma

Higher education preferred

Tools

Microsoft Office

Job description

Liberty Dental Plan is seeking a dedicated Call Center Supervisor to bridge frontline agents with senior management, drive operational efficiency, and maintain service quality. You will oversee daily operations, evaluate staff progress, and support training while aligning with company policies.

The role requires strong people leadership, analytical ability, and a customer-service mindset to foster employee satisfaction and customer loyalty.