JO-202527 Operations Supervisor
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Job Location:
Manila - Philippines
Monthly Salary:
Not Disclosed
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
This is a remote position.
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 teams 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
- Bachelors 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.
Required Skills:
Minimum of 3 years of experience in Customer Success Account Management Client Services or a related role. Background in SaaS technology or service-based companies is preferred. Strong communication relationship-building and problem-solving skills. Ability to interpret customer data and translate insights into action plans. Comfortable managing multiple accounts in a remote fast-paced environment. Proficient with CRM platforms and customer engagement tools.
Company Industry
IT Services and IT Consulting
Key Skills
- Airside Operations
- Cathodic
- Marketing & Sales
- General Services
- Advocacy
- Infrastructure Development
