JO-202527: Operations Supervisor

Role Summary

This is a remote position.

LOCATION: Remote

POSITION TYPE: Full-Time

The Operations Supervisor is 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.

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.