The posting
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.
