Supervisor - Operations
Confirmed on the employer's own hiring board on Nov 5, 2026. First seen by Alion on Nov 4, 2026.
JOB DESCRIPTION
JOB SUMMARY
The Contact Center Supervisor provides supervision to the Customer Service Representatives, including
primarily Customer Service Representatives. The employee is responsible for the implementation of training
and development programs, quality indicators and performance evaluations for all the personnel under
his/her supervision.
ESSENTIAL DUTIES
1. Supervise the functions of Call Center services ensuring that the protocols and procedures are
followed as established.
2. Ensure provision of quality customer and user care and effective team performance to meet agency
goals in accordance with philosophy, goals, policies, mission, and vision.
3. Motivate the personnel under his/her supervision, provides articles, and educational or reference
material in operational areas to be used internally as reference and in the client education services
(Internet, Fairs, Conferences, etc.).
4. Handle escalation calls and provide orientation on how to manage the escalated situation to avoid
future escalation calls.
5. Monitor and calibrate calls to be aware of possible coaching, identify training and or re - training needs
for the supervised group; provide feedback to manager and training department with the necessary
facts.
6. Ensure that all information received by the customer and or the organization is available for the
employees and that they are aware of it.
7. Discuss monitoring calls with employees, identify areas of opportu nity, strengths and provide
alternatives to improve results using the necessary resources to assist the employee.
8. Plan, analyze, and monitor metrics and performance indicators result to comply with customers’
expectations.
9. Support administrative projects of Call Center.
10. Prepare and work with HR process improvement plans, when applicable.
11. Identify and develop personnel to manage additional responsibilities.
12. Prepare reports and presentations with regularity.
13. Identify for our customers, processes and scripts t hat do not comply the reality of the service for
evaluation and modification.
14. Actively participate in employee contract termination, identifying policies and procedures
violations, low performance, among other indicators, providing evidence and facts.
15. Conduct corrective discipline processes and behavioral modification techniques for personnel under
his/ her supervision in the event of deviations from policies, procedures and practices establish ed
in the organization.
16. Prepare objectives and complete performance evaluations (mid and year end) of the personnel
under his/her supervision.
17. Define action plans to reduce quality and efficiency variations from goal standards.
18. Prepare and supervise the execution of the Performance Programs of each person under his/ her
supervision.
19. Review and approve employee schedule, vacation program, leave of absence according to service
needs, and stands in for unforeseen events such as absences or tardiness.
20. Participate in applicant ’s interviews and perform hiring decisions.
21. Lead, guide and coordinate the assigned team initiative, ensuring their motivation and a good
working environment; and continuous meetings.
22. Ensure confidentiality and compliance with all state and federal regulations applicable to Health
Call Centers; including HIPAA and internal policy for disposing of confidential information material.
23. Notify any expose of Protected Health Information to the supervisor immediately.
24. Comply with medullar & functional trainings; and all procedures established by regulatory agencies,
contractual requirements and any applicable certification standards (including but not limited to
URAC, among others).
REQUIREMENTS
Bachelor’s degree in Business, Social Sciences or Health Services
Minimum of one (1) year of experience in supervision
Two (2) year s of experience as Customer Service Representative
Hands on experience working with Excel, Power Point, Office, among others
Fully Bilingual (English and Spanish)
Excellent communication skills (spoken, written and reading)
ESSENTIAL COMPETENCES
1) MATHEMATICS AND ANALYSIS
System and reports domain; numeric results interpretation capacity, metrics and indicators to reach
conclusions that will enable to offer leadership recommendations in order of effectively making decisions.
2) COMPUTER SKILLS
This position requires computer and keyboard skills to facilitate analysis and data entry.
3) LEADERSHIP
Capacity to influence and motivate employees in and out of your division, promoting interdisciplinary
relationships; maintains future visions and can establish short and long - term goals; Demonstrate domain
in empathy skills, emotion management, interpersonal relationships, and assertive communication.
4) PRIORITIES AND PROJECTS MANAGEMENT
Possess planning, coordination and making decision skills; delegation, assignment distribution and progress
tracking, reflecting consistence, quality and compliment standards in the organization.
5) C OMU NICA TION
Excellent oral and written communication skills; active hearing; capacity to verbalize relevant information
in a proactive, clear and professional form.
6) CUSTOMER SERVICE
Ability to attend referred situations for an excellent customer service; solve emergencies and client needs
in a proactive form demonstrating empathy and sense of urgency; able to receive retro - communication
from intern and extern clients. Maintains emotions under control.
7) INTERPERSONAL RELATIONSHIPS
Capable of maintaining a balance between team and individual responsibilities; demonstrate objectivity and
open mind to other opinions; listens and communicates new ideas. Capable of promoting moral and group
compromise with the goals and targets; support other efforts to success; maintain confidentiality.
8) BUSINESS ACUMEN
Applicable understanding of the system of how a business achieves its goals and objective. Understanding
of the levels that create and position a value proposition to customers and it drives profitability and
shareholder value.
PHYSICAL JOB REQUIREM E NTS DISTRIBUTION OF
PHYSICAL EFFORTS
This job is mostly executed seating in a closed office or separate cubicle where the person uses the telephone, computer, and keyboard. This position requires availability to be on call (24 hours, 7 days a week)
75% Seating
25% Walking
WORKING ENVIRONMENT
He/she performs job duties in an office environment, with favorable noise levels, with adequate illumina tion
and temperature.
This job description is not intended to be all inclusive; could suffer changes or modifications at any moment.
The employee may perform additional related duties to meet the business ongoing nee ds. We are an Equal
Employment Opportunity Employer and take Affirmative Action to recruit Women, Vietnam era Veterans,