Operations Supervisor

Job Summary

We are seeking an experienced Operations Supervisor to lead customer service operations supporting business and/or end-consumer clients. This role oversees post-sale technical and non-technical support delivered through remote channels (phone chat email) and/or distribution or service center environments.

The ideal candidate will drive operational excellence support complex issue resolution and serve as a subject matter expert while coaching and mentoring team members.

Key Responsibilities

• Supervise daily customer service operations in a high-volume environment
• Manage teams handling phone chat email and/or walk-in customer support
• Oversee resolution of both low-complexity and high-complexity customer concerns
• Act as liaison between customers and internal departments (operations production distribution etc.)
• Ensure service level agreements (SLAs) KPIs and quality standards are consistently met
• Drive process improvements and contribute to the development of new solutions and workflows
• Serve as escalation point and final decision-maker for complex or sensitive cases
• Coach mentor and develop team members to improve performance and engagement
• Support training initiatives and knowledge-sharing across teams

Qualifications

• 14 years of experience as an Operations Supervisor or in a similar leadership role
• Strong background in Customer Service Operations
• With BPO Experience
• Open to experienced Team Leaders with 6 years of Travel & Hospitality experience seeking career progression
• Strong analytical problem-solving and decision-making skills
• Excellent communication and stakeholder management abilities
• Proven experience coaching and developing teams