Job description
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.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.