JO-202527: Operations Supervisor

This is a remote position.

LOCATION: Remote 

POSITION TYPE: Full-Time  

Role Overview

The Operations Supervisor is responsible for supervising 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, maintain quality 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 ensure optimal coverage. 
  

Operations & Service Delivery 

• Ensure smooth execution of processes and workflows within assigned teams. 
  

• Identify and 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 

• Assist in preparing reports and updates for management and clients on performance, challenges, and improvement plans. 
  

• Participate in client calls or meetings when required, representing the 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 by identifying training 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). 
  

• Minimum 5+ years of experience in 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. 
  

• Proficiency in 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.