JO-202527: Operations Supervisor

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.

• 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.

• 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.

• 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.

• 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.