Call Center Operations Supervisor

Firstsource; Louisville (KY); On-site; USD 52,000 - 76,000; Full time

Job summary

Liberty Dental Plan is seeking a supervisor to oversee daily call center operations in Louisville. You will lead frontline agents, coach performance, and ensure service quality while aligning with management goals.

The role requires strong people leadership, analytical thinking, and customer service excellence to sustain employee satisfaction and client loyalty. This on-site position emphasizes process discipline and collaboration with 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 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, budgeting, and compliance with policies.
• Handle escalated customer complaints or complex inquiries with timely solutions.
• 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

Team leadership

Performance management

Analytical skills

Customer service

Time management

Microsoft Office

Project management

Interpersonal skills

Communication skills

Education

High School Diploma

Higher education preferred

Tools

Microsoft Office

Time management software

Job description

Liberty Dental Plan is seeking a supervisor to oversee daily call center operations in Louisville. You will lead frontline agents, coach performance, and ensure service quality while aligning with management goals.

The role requires strong people leadership, analytical thinking, and customer service excellence to sustain employee satisfaction and client loyalty. This on-site position emphasizes process discipline and collaboration with Operations Managers.