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JO-202527: Operations Supervisor

KonnectHub

Role overview

Qualifications

  • 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

Responsibilities

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

Key facts

Hard skills

Employee Engagement Performance Analytics Microsoft Dynamics CRM Client Services

Other skills

  • Leadership
  • Coaching
  • Problem Solving
  • Time Management
  • Collaboration
  • Communication
  • Teamwork
  • Adaptability

About the company

KonnectHub logo

KonnectHub

Company details

Links

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Job description

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. 

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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