{"id":3763480,"url":"https://alion.io/job/firstsource-supervisor-operations-4","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":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false}],"status":"live","first_seen_at":"2026-11-04T19:18:51Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-05T00:45:33Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"JOB DESCRIPTION\nJOB SUMMARY\nThe Contact Center Supervisor provides supervision to the Customer Service Representatives, including\nprimarily Customer Service Representatives. The employee is responsible for the implementation of training\nand development programs, quality indicators and performance evaluations for all the personnel under\nhis/her supervision.\nESSENTIAL DUTIES\n1. Supervise the functions of Call Center services ensuring that the protocols and procedures are\nfollowed as established.\n2. Ensure provision of quality customer and user care and effective team performance to meet agency\ngoals in accordance with philosophy, goals, policies, mission, and vision.\n3. Motivate the personnel under his/her supervision, provides articles, and educational or reference\nmaterial in operational areas to be used internally as reference and in the client education services\n(Internet, Fairs, Conferences, etc.).\n4. Handle escalation calls and provide orientation on how to manage the escalated situation to avoid\nfuture escalation calls.\n5. Monitor and calibrate calls to be aware of possible coaching, identify training and or re - training needs\nfor the supervised group; provide feedback to manager and training department with the necessary\nfacts.\n6. Ensure that all information received by the customer and or the organization is available for the\nemployees and that they are aware of it.\n7. Discuss monitoring calls with employees, identify areas of opportu nity, strengths and provide\nalternatives to improve results using the necessary resources to assist the employee.\n8. Plan, analyze, and monitor metrics and performance indicators result to comply with customers’\nexpectations.\n9. Support administrative projects of Call Center.\n10. Prepare and work with HR process improvement plans, when applicable.\n11. Identify and develop personnel to manage additional responsibilities.\n12. Prepare reports and presentations with regularity.\n13. Identify for our customers, processes and scripts t hat do not comply the reality of the service for\nevaluation and modification.\n14. Actively participate in employee contract termination, identifying policies and procedures\nviolations, low performance, among other indicators, providing evidence and facts.\n15. Conduct corrective discipline processes and behavioral modification techniques for personnel under\nhis/ her supervision in the event of deviations from policies, procedures and practices establish ed\nin the organization.\n16. Prepare objectives and complete performance evaluations (mid and year end) of the personnel\nunder his/her supervision.\n17. Define action plans to reduce quality and efficiency variations from goal standards.\n18. Prepare and supervise the execution of the Performance Programs of each person under his/ her\nsupervision.\n19. Review and approve employee schedule, vacation program, leave of absence according to service\nneeds, and stands in for unforeseen events such as absences or tardiness.\n20. Participate in applicant ’s interviews and perform hiring decisions.\n21. Lead, guide and coordinate the assigned team initiative, ensuring their motivation and a good\nworking environment; and continuous meetings.\n22. Ensure confidentiality and compliance with all state and federal regulations applicable to Health\nCall Centers; including HIPAA and internal policy for disposing of confidential information material.\n23. Notify any expose of Protected Health Information to the supervisor immediately.\n24. Comply with medullar & functional trainings; and all procedures established by regulatory agencies,\ncontractual requirements and any applicable certification standards (including but not limited to\nURAC, among others).\nREQUIREMENTS\nBachelor’s degree in Business, Social Sciences or Health Services\nMinimum of one (1) year of experience in supervision\nTwo (2) year s of experience as Customer Service Representative\nHands on experience working with Excel, Power Point, Office, among others\nFully Bilingual (English and Spanish)\nExcellent communication skills (spoken, written and reading)\nESSENTIAL COMPETENCES\n1) MATHEMATICS AND ANALYSIS\nSystem and reports domain; numeric results interpretation capacity, metrics and indicators to reach\nconclusions that will enable to offer leadership recommendations in order of effectively making decisions.\n2) COMPUTER SKILLS\nThis position requires computer and keyboard skills to facilitate analysis and data entry.\n3) LEADERSHIP\nCapacity to influence and motivate employees in and out of your division, promoting interdisciplinary\nrelationships; maintains future visions and can establish short and long - term goals; Demonstrate domain\nin empathy skills, emotion management, interpersonal relationships, and assertive communication.\n4) PRIORITIES AND PROJECTS MANAGEMENT\nPossess planning, coordination and making decision skills; delegation, assignment distribution and progress\ntracking, reflecting consistence, quality and compliment standards in the organization.\n5) C OMU NICA TION\nExcellent oral and written communication skills; active hearing; capacity to verbalize relevant information\nin a proactive, clear and professional form.\n6) CUSTOMER SERVICE\nAbility to attend referred situations for an excellent customer service; solve emergencies and client needs\nin a proactive form demonstrating empathy and sense of urgency; able to receive retro - communication\nfrom intern and extern clients. Maintains emotions under control.\n7) INTERPERSONAL RELATIONSHIPS\nCapable of maintaining a balance between team and individual responsibilities; demonstrate objectivity and\nopen mind to other opinions; listens and communicates new ideas. Capable of promoting moral and group\ncompromise with the goals and targets; support other efforts to success; maintain confidentiality.\n8) BUSINESS ACUMEN\nApplicable understanding of the system of how a business achieves its goals and objective. Understanding\nof the levels that create and position a value proposition to customers and it drives profitability and\nshareholder value.\nPHYSICAL JOB REQUIREM E NTS DISTRIBUTION OF\nPHYSICAL EFFORTS\nThis 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)\n75% Seating\n25% Walking\nWORKING ENVIRONMENT\nHe/she performs job duties in an office environment, with favorable noise levels, with adequate illumina tion\nand temperature.\nThis job description is not intended to be all inclusive; could suffer changes or modifications at any moment.\nThe employee may perform additional related duties to meet the business ongoing nee ds. We are an Equal\nEmployment Opportunity Employer and take Affirmative Action to recruit Women, Vietnam era Veterans,","description_format":"text","description_chars":6808,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-11-04T19:18:51Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":21,"reasons":["conf:5","velocity","win:early","comp:junior"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/firstsource-supervisor-operations-4","json_url":"https://alion.io/job/firstsource-supervisor-operations-4.json","meta":{"generated_at":"2026-11-05T06:31:38Z","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":8073,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"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-4"},{"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-4"},{"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-4"},{"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-4\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffirstsource-supervisor-operations-4"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3763480}},{"tool":"search_jobs","arguments":{"company":"firstsource.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3763480},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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