{"id":2987783,"url":"https://alion.io/job/firstsource-supervisor-operations-2","title":"Supervisor - Operations","company":{"id":1795846,"name":"Firstsource","domain":"firstsource.com","url":"https://alion.io/company/firstsource","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":44000,"max_usd":104000,"period":"year","method":"role_country_seniority_unknown","sample_n":14270},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-17T02:00:00Z","employer_posted_date":"2026-10-17","last_verified_at":"2026-10-24T13:38:25Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Job Summary\nA 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.\nEssential Duties and Responsibilities\nTeam Leadership and Development: Lead and supervise call center agents, providing coaching, mentoring, and performance feedback to ensure high-quality service and employee growth. \n 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\nOperational 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.\nCustomer Issue Resolution: Handle escalated customer complaints or complex inquiries that agents cannot resolve, ensuring timely and satisfactory solutions\nTraining 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\nProcess Improvement: Analyze call center data and metrics to identify trends, inefficiencies, and opportunities for operational improvements \n Collaboration: Work with other departments and senior management to implement strategic initiatives and maintain smooth operations\nQualifications:\nEducational requirements typically include a high school diploma or equivalent, with higher education preferred.\nPrior experience in call center / customer service and supervisory roles is required.\nStrong leadership and interpersonal skills to motivate and manage a team effectively.\nAbility to effectively work and communicate with coworkers, staff, and clients.\nAbility to present oneself in a professional and courteous manner at all times.\nWorking knowledge of Personal Computers, Microsoft applications and time management platforms.\nDemonstrate initiative and creativity in fulfilling job responsibilities.\nExcellent written and verbal communication skills\nAbility to prioritize multiple tasks in a busy work environment.\nProject management and strong organizational skills a must.\nAnalytical abilities to interpret performance metrics and implement improvements\nWe 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.\nIt 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.","description_format":"text","description_chars":3687,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-21T08:56:49Z"}],"visa":[],"liveness":{"score":78,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.829,"p_room":0.945,"age_days":8,"expected_fill_days":17,"reasons":["conf:16","velocity","win:mid"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/firstsource-supervisor-operations-2","json_url":"https://alion.io/job/firstsource-supervisor-operations-2.json","meta":{"generated_at":"2026-10-25T09:01:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12918,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1795846},"rest":"https://alion.io/mcp/rest/get_company?id=1795846"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffirstsource-supervisor-operations-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffirstsource-supervisor-operations-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffirstsource-supervisor-operations-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/firstsource-supervisor-operations-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffirstsource-supervisor-operations-2"}]}