Operations Team Lead - Call Center Excellence

Firstsource Healthcare; Puerto Rico; On-site; USD 52,000 - 73,000; Full time

Job summary

Liberty Dental Plan seeks a Supervisor - Operations to bridge frontline agents and management, ensuring efficiency and service quality. You will mentor agents, monitor KPIs, and drive improvements in daily call center operations.

Responsibilities include scheduling, time and attendance records, vendor management, and collaborating with other departments to implement strategic initiatives while maintaining compliance with policies and regulations.

Qualifications

• Requires high school diploma or equivalent; higher education preferred.
• Prior experience in call center or supervisory roles.
• Strong leadership and interpersonal skills to motivate and manage a team.
• Ability to work with coworkers, staff, and clients professionally.
• Excellent written and verbal communication skills.
• Proven ability to prioritize multiple tasks in a busy environment.
• Project management and strong organizational skills.
• Analytical abilities to interpret performance metrics and implement improvements.

Responsibilities

• Lead and supervise call center agents, providing coaching and performance feedback.
• Monitor KPIs such as call volume, wait times, handle times, and customer satisfaction.
• Oversee daily operations including scheduling, budgeting, and attendance records.
• Handle escalated customer issues and ensure timely resolutions.
• Support training and onboarding for new hires and ongoing development.
• Analyze data to identify trends and opportunities for operational improvements.
• Collaborate with other departments and leadership to implement strategic initiatives.

Skills

Leadership

Communication

Analytical skills

Time management

Project management

Education

High school diploma

Higher education preferred

Tools

MS Office

Job description

Liberty Dental Plan seeks a Supervisor - Operations to bridge frontline agents and management, ensuring efficiency and service quality. You will mentor agents, monitor KPIs, and drive improvements in daily call center operations.

Responsibilities include scheduling, time and attendance records, vendor management, and collaborating with other departments to implement strategic initiatives while maintaining compliance with policies and regulations.