JO-202527: Operations Supervisor

This is a remote position.

LOCATION: Remote

POSITION TYPE: Full-Time

Role Overview

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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.

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