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HR Business Partner (BHS)
Beacon Health System
Granger, IN
The HR Business Partner reports to the Manager of HR Business Partners and Operations and is responsible for support the healthcare system. This role is responsible for partnering with…
Added 1 min ago
Software Development Manager, AWS Tagris
Amazon Development Center U.S., Inc.
Seattle, WA
As a Software Development Manager on the AWS Identity team, your morning may start with a design review where you and your engineers work through the architecture of a new access control…
Added 1 min ago
Senior Program Manager - Benchmarking & Strategy, AMXL Benchmarking
Amazon.com Services LLC
Bellevue, WA
…methodology design through execution, analysis, and recommendation development, across multiple concurrent workstreams spanning delivery experience, customer journey, returns, packaging,…
Added 1 min ago
Software Devevelopment Manager, AWS Bill Adjustments, AWS Invoicing
Amazon Development Center U.S., Inc.
Arlington, VA
We are seeking an experienced Software Development Manager to lead the AWS Bill Adjustments team. You will own the architecture, development, and operations of the team's software and…
Added 1 min ago
Sr. Manager, Customer Supply Chain
Lactalis US Yogurt, Inc.
Londonderry, NH
The Senior Manager, Customer Supply Chain will be the primary supply chain liaison between yogurt customers. This role will be responsible for enabling service excellence and managing and…
Added 1 min ago
Senior Manager, Engineering
AirLife
El Paso, TX · Grand Rapids
Plan, organize, mentor, and direct engineering staff to meet company objectives for design of new products, process development and improvement, design changes, and cost savings projects.…
Added 1 min ago
CI
Operations Manager, Recovery & Reentry
Cook Inlet Tribal Council Inc.
Chugiak, AK
- $98,300 to $122,100 USD / year
Job Title:Operations Manager/Sr. Operations Manager
Added 3 mins ago
Dock Supervisor
Old Dominion Freight Line, Inc.
Columbus, OH
Closely works with the Operations Manager/Assistant SVC Manager and/or Service Center Manager to ensure alignment in meeting daily/weekly/monthly and yearly business objectives
Added 3 mins ago
Plant Engineer
Bridgestone Americas Tire Operations, LLC
United States
The Engineering Services Manager or Plant Engineer is a key plant leadership role focusing on the factory, the property, infrastructure, and the equipment used to manufacture tires. This…
Added 3 mins ago
Director, Head of AML Investigations
Scotiabank
Dallas, TX
…products and services relevant to the financing and strategic development needs of our clients. Our products include debt and equity financing, mergers & acquisitions, corporate banking,…
Added 3 mins ago
Engineering Manager
Regal Beloit America, Inc.
Bowling Green, OH
We are looking for an experienced Engineering Manager to lead the engineering organization at Marathon Special Products (MSP), with responsibility for Design Engineering, Regulatory &…
Added 3 mins ago
Continuous Improvement Site Leader
Rexnord Industries, LLC
Milwaukee, WI
…Glendale, WI plant. This is a critical role to drive growth-focused operations strategy & provide hands-on leadership to a cross functional team. The site RBS Leader drives operational…
Added 3 mins ago
GM
Manager, Payment Posting
Guidehouse Managed Services LLC
TX
- $70,000 to $116,000 USD / year
The Cash Posting Manager is responsible for overseeing the daily cash posting and payment reconciliation functions for hospital and healthcare revenue cycle operations. This position…
Added 3 mins ago
Manager, Supply Chain Management
RTX
United States
…problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we…
Added 3 mins ago
Sr. Manager, Bus. Development & Campaign Support (Onsite)
RTX
United States
…problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we…
Added 3 mins ago
Community Manager
Avanath
South Gate, CA
…one of our communities home, providing excellence in customer service, or championing our workforce, we are committed to creating an unforgettable experience as a great place to live, work,…
Added 3 mins ago
Manager, Corporate Systems Delivery
The Finish Line USA, Inc.
Indianapolis, IN
The Manager, Corporate Delivery - CFS is responsible for managing and developing engineering teams responsible for our workstreams supporting finance and other corporate functions. This…
Added 3 mins ago
Sales Manager, Shops At Merrick Park
Premium Brands Opco LLC
Store 0636-Shops at Merrick Park-ANN-Coral Gables, FL
As a Sales Manager, you are part of the store leadership team that brings our brand experience to life by cultivating customer and associate engagement. This role partners with the Store…
Added 3 mins ago
Warehouse Transition Manager (Business Operations Manager 2)
Oregon Liquor & Cannabis Commission
United States
The Warehouse Transition Manager serves as the strategic operations lead for OLCC's Distilled Spirits Business Services functions supporting the agency's statewide distilled spirits…
Added 4 mins ago
Guest Service Cashier
Stinker Stores
Cascade, ID
Many of our leaders began as Guest Service Specialists and advanced into roles such as Shift Lead, Assistant Store Manager, Store Manager, District Manager, and positions in other areas of…
Added 5 mins ago
Automotive General Sales Manager
California Motors Direct
Fontana, CA
…automotive environment. We are hiring an experienced General Sales Manager to join our team! Now is the time to take your career to the next level. Prospective candidates will possess a…
Added 5 mins ago
Senior Project Manager - Manufacturing
VIRA Insight
United States
The Senior Project Manager is responsible for the successful execution of assigned projects across various customer accounts, from small scale to large, complex tasks. This role leads a…
Added 5 mins ago
Director of Human Resources
Pyramid Global Hospitality
Chicago, IL
This position will serve as the human resources business partner to the General Manager with a focus on driving service excellence through development of culture, recruitment and retention,…
Added 5 mins ago
S
Retail Assistant Store Manager
Skechers
Blasdell, NY
- $19.7 to $20.9 USD / hour
The Assistant Store Manager position is critical to our success, providing support to the Management Team in all areas of operations management and team leadership. You’ll drive the store’s…
Added 5 mins ago
Field Sales Manager, Power Generation & Lighting
EnerStar Solutions
Fairview, MT
3+ years of successful outside sales, business development, account management, or operations experience involving power generation, temporary power, lighting, or closely related rental…

firstsourc

Supervisor - Operations

United States

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Job details

Apply by: Nov 16, 2026
Posting language: English
Posted: Nov 4, 2026

Original job description

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

Supervise the functions of Call Center services ensuring that the protocols and procedures are followed as established.
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.
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.).
Handle escalation calls and provide orientation on how to manage the escalated situation to avoid future escalation calls.
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.
Ensure that all information received by the customer and or the organization is available for the employees and that they are aware of it.
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.
Plan, analyze, and monitor metrics and performance indicators result to comply with customers’ expectations.
Support administrative projects of Call Center.
Prepare and work with HR process improvement plans, when applicable.
Identify and develop personnel to manage additional responsibilities.
Prepare reports and presentations with regularity.
Identify for our customers, processes and scripts t hat do not comply the reality of the service for evaluation and modification.
Actively participate in employee contract termination, identifying policies and procedures violations, low performance, among other indicators, providing evidence and facts.
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.
Prepare objectives and complete performance evaluations (mid and year end) of the personnel under his/her supervision.
Define action plans to reduce quality and efficiency variations from goal standards.
Prepare and supervise the execution of the Performance Programs of each person under his/ her supervision.
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.
Participate in applicant ’s interviews and perform hiring decisions.
Lead, guide and coordinate the assigned team initiative, ensuring their motivation and a good working environment; and continuous meetings.
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.
Notify any expose of Protected Health Information to the supervisor immediately.
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

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.
COMPUTER SKILLS This position requires computer and keyboard skills to facilitate analysis and data entry.
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.
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.
C OMU NICA TION Excellent oral and written communication skills; active hearing; capacity to verbalize relevant information in a proactive, clear and professional form.
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.
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.
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,

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