Remote Operations Supervisor - Lead & Improve Call Center

Firstsource Healthcare; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Firstsource Healthcare is seeking a Supervisor - Operations to oversee remote call center staff in the US, aligning frontline results with senior management priorities. You will drive performance, coaching, and process improvements to sustain service quality and productivity.

Candidate will manage scheduling, quality assurance, and vendor coordination while maintaining accurate attendance records and compliance with company policies.

Qualifications

• Experience leading call center or operations teams.
• Strong communication and interpersonal skills.
• Ability to analyze metrics and drive improvements.
• Proven track record of coaching and developing staff.
• Knowledge of scheduling, training, and quality assurance.

Responsibilities

• Lead and supervise call center agents, including coaching and performance feedback.
• Monitor KPIs such as call volume, wait times, abandon rates, and CSAT.
• Oversee daily operations, scheduling, budgeting, and compliance.
• Handle escalated customer issues with timely, satisfactory resolutions.
• Support onboarding and ongoing training for staff.

Skills

Team Leadership

Performance Metrics

Customer Service

Communication

Analytical skills

Education

High School Diploma or equivalent

Bachelor's preferred

Job description

Firstsource Healthcare is seeking a Supervisor - Operations to oversee remote call center staff in the US, aligning frontline results with senior management priorities. You will drive performance, coaching, and process improvements to sustain service quality and productivity.

Candidate will manage scheduling, quality assurance, and vendor coordination while maintaining accurate attendance records and compliance with company policies.