Remote Call Center Operations Supervisor

Firstsource; Northern (KY); Remote; USD 45,000 - 70,000; Full time

Job summary

Firstsource is seeking a Supervisor - Operations to bridge frontline agents and management, ensuring efficiency and high service quality. You will support daily operations, monitor performance, and lead a motivated team within a remote US setting.

The role emphasizes people management, analytics, and customer service excellence, with responsibilities spanning coaching, scheduling, and process improvements to drive loyalty and efficiency.

Qualifications

• Leadership and people management experience.
• Ability to monitor KPIs like call volume, wait times, and satisfaction.
• Experience overseeing daily operations and staffing.

Responsibilities

• Lead and mentor call center agents to ensure quality service.
• Monitor KPIs and conduct performance reviews.
• Oversee scheduling, budgeting, and attendance records.
• Handle escalated customer issues and ensure timely resolutions.
• Support training and onboarding for new hires.

Skills

Team Leadership

Performance Management

Operational Oversight

Customer Issue Resolution

Training and Onboarding

Process Improvement

Collaboration

Education

High School Diploma or equivalent

Tools

MS Office

Job description

Firstsource is seeking a Supervisor - Operations to bridge frontline agents and management, ensuring efficiency and high service quality. You will support daily operations, monitor performance, and lead a motivated team within a remote US setting.

The role emphasizes people management, analytics, and customer service excellence, with responsibilities spanning coaching, scheduling, and process improvements to drive loyalty and efficiency.