JO-202527: Operations Supervisor

• This is a remote position.
• LOCATION: Remote
• POSITION TYPE: Full-Time
• Role Overview
• ​

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