Supervisor - Operations

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

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Supervisor - Operations

Date: Oct 22, 2026

Location: Fajardo, Puerto Rico, US

Requisition ID: 23974

Description:

Job Summary

A Liberty Dental Plan supervisor plays a critical role in bridging frontline agents and senior management, ensuring operational efficiency, maintaining service quality, and fostering a productive, motivated team. Success in this role requires a balance of people management, analytical skills, and customer service expertise, making it essential for achieving both employee satisfaction and customer loyalty. The Supervisor is responsible for overseeing the daily operations of. This individual will assist the Operations Managers with other duties such as evaluating the progress of the staff, maintaining employee records, quality assurance, vendor management, etc.

Essential Duties and Responsibilities

• Team Leadership and Development: Lead and supervise call center agents, providing coaching, mentoring, and performance feedback to ensure high-quality service and employee growth.
• Performance Management: Monitor key performance indicators (KPIs) such as call volume, wait times, call abandonment, and customer satisfaction; conduct regular performance reviews and manage disciplinary actions if necessary
• Operational Oversight: Manage daily operations, including scheduling, resource allocation, budgeting, and ensuring compliance with company policies and industry regulations including maintaining time and attendance records for all staff.
• Customer Issue Resolution: Handle escalated customer complaints or complex inquiries that agents cannot resolve, ensuring timely and satisfactory solutions
• Training and Onboarding: Support training and nesting sessions for new hires along with ongoing development for existing staff, ensuring agents are knowledgeable about products, services, and company procedures
• Process Improvement: Analyze call center data and metrics to identify trends, inefficiencies, and opportunities for operational improvements
• Collaboration: Work with other departments and senior management to implement strategic initiatives and maintain smooth operations

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

We are an Equal Opportunity Employer. All qualified applicants are considered for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by federal, state, or local law.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.