Supervisor - Operations

Firstsource; Puerto Rico; On-site; USD 55,000 - 75,000; Full time

Job summary

Firstsource (Liberty Dental Plan) supervisor role bridging frontline agents and senior management to ensure operational efficiency, service quality, and a motivated team.

The role requires a balance of people management, analytical skills, and customer service expertise to achieve employee satisfaction and customer loyalty, with daily operational oversight and duties alongside 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, mentoring, and performance feedback to ensure high-quality service and employee growth.
• Monitor KPIs such as call volume, wait times, call abandonment, and customer satisfaction; conduct regular performance reviews and manage disciplinary actions if necessary
• 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.
• Handle escalated customer complaints or complex inquiries that agents cannot resolve, ensuring timely and satisfactory solutions
• 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
• Analyze call center data and metrics to identify trends, inefficiencies, and opportunities for operational improvements
• Work with other departments and senior management to implement strategic initiatives and maintain smooth operations

Skills

Team leadership

Performance management

Analytical skills

Customer service

Communication

Time management

Problem solving

Organizational skills

Interpersonal skills

Coaching

Education

High school diploma or equivalent

Higher education preferred

Tools

Microsoft Office

Time management platforms

Job 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.

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.