JO-202527: Operations Supervisor
This is a remote position.
LOCATION:Remote
POSITION TYPE:Full-Time
Role Overview
The Operations Supervisoris responsible forsupervising day-to-day operations, supporting team leaders and agents, and ensuring that client deliverables are consistently met. This role requires strong leadership, coaching, and problem-solving skills to drive performance,maintainquality standards, and foster a high-performance culture within the team.
Job Responsibilities
Team Supervision & Performance Management
- Supervise day-to-day activities of team members, ensuring adherence to company policies, client expectations, and SLAs.
- Monitor individual and team performance using KPIs and productivity metrics.
- Provide coaching, feedback, and mentoring to enhance employee performance and engagement.
- Manage team schedules, attendance, and workforce allocation to ensureoptimalcoverage.
Operations & Service Delivery
- Ensure smooth execution of processes and workflows within assigned teams.
- Identifyand resolve operational issues promptly, escalating concerns to the Operations Manager when needed.
- Conduct quality checks to ensure accuracy and compliance with client and company standards.
- Support continuous improvement initiatives to increase efficiency and client satisfaction.
- Perform other related duties and responsibilities that may be assigned from time to time, depending on evolving business needs.
Client & Stakeholder Support
- Assistin preparing reports and updates for management and clients on performance, challenges, and improvement plans.
- Participate in client calls or meetings whenrequired,representingthe team’s performance and action plans.
- Collaborate with cross-functional departments (HR, Training, IT, etc.) to address operational needs.
Employee Engagement & Development
- Foster a positive, motivating, and inclusive work culture that promotes collaboration and accountability.
- Support employee development byidentifyingtraining needs and recommending learning opportunities.
- Handle basic employee relations concerns and recommend disciplinary action when necessary.
Requirements
- Bachelor’s degree in Business Administration, Operations Management, or related field (MBA preferred).
- Minimum5+ years of experiencein operations management within the outsourcing, BPO, or shared services industry.
- Proven ability to manage large teams in a fast-paced, client-driven environment.
- Strong understanding of outsourcing operations, including recruitment, client onboarding, workforce management, and performance monitoring.
- Excellent leadership, communication, and problem-solving skills.
- Strong client-facing and relationship management skills.
- Proficiencyin operational reporting tools, CRM, and workforce management systems.
- Ability to work under pressure, adapt to change, and manage multiple priorities simultaneously.
Benefits
- Permanent work from home
- An inclusive and supportive work environment.
- Competitive salary.
- Opportunities for career growth and professional development.