Supervisor - Operations

Firstsource • Remo, VA

23d

About The Position

A Liberty Dental Plan Supervisor plays a critical role in bridging frontline agents and senior management. The role is responsible for overseeing daily call center operations, maintaining service quality and operational efficiency, and fostering a productive, motivated team. The Supervisor assists Operations Managers with evaluating staff progress, maintaining employee records, quality assurance, and vendor management. Success requires people-management, analytical, and customer-service skills to support employee satisfaction and customer loyalty.

The company is an Equal Opportunity Employer. Qualified applicants are considered without regard to protected characteristics under applicable federal, state, or local law. The company also states its commitment to affirmative action to employ and advance qualified individuals with disabilities, disabled veterans, and other eligible veterans, and to equal employment opportunity across employment practices.

Requirements

• High school diploma or equivalent; higher education is preferred.
• Prior experience in call center or customer service and supervisory roles.
• Strong leadership and interpersonal skills to motivate and manage a team effectively.
• Ability to work and communicate effectively with coworkers, staff, and clients.
• Ability to present oneself professionally and courteously at all times.
• Working knowledge of personal computers, Microsoft applications, and time-management platforms.
• Initiative and creativity in fulfilling job responsibilities.
• Excellent written and verbal communication skills.
• Ability to prioritize multiple tasks in a busy work environment.
• Strong project-management and organizational skills.
• Analytical ability to interpret performance metrics and implement improvements.

Nice To Haves

• Higher education beyond a high school diploma or equivalent.

Responsibilities

• Lead and supervise call center agents, providing coaching, mentoring, and performance feedback to support high-quality service and employee growth.
• Monitor key performance indicators, including call volume, wait times, call abandonment, and customer satisfaction; conduct regular performance reviews and manage disciplinary actions when necessary.
• Manage daily operations, including scheduling, resource allocation, budgeting, and compliance with company policies and industry regulations.
• Maintain staff time and attendance records.
• Handle escalated customer complaints and complex inquiries that agents cannot resolve, seeking timely and satisfactory solutions.
• Support training and nesting sessions for new hires and ongoing development for existing staff so agents understand products, services, and company procedures.
• Analyze call center data and metrics to identify trends, inefficiencies, and operational improvement opportunities.
• Collaborate with other departments and senior management to implement strategic initiatives and maintain smooth operations.
• Assist Operations Managers with evaluating staff progress, maintaining employee records, quality assurance, and vendor management.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED