Operations Supervisor

Operations Supervisor – Work From Home

Job Type: Full-Time

Work Setup: 100% Remote / Work From Home

Job Description

We are looking for an experienced and highly organized Operations Supervisor to oversee the day-to-day performance, attendance, productivity, and client-related activities of our remote team.

The ideal candidate should have strong leadership experience in a BPO, outsourcing, customer service, or remote operations environment and must be comfortable managing employees, resolving issues, communicating with clients, and ensuring that operational standards are consistently met.

Key Responsibilities

Supervise and support assigned team members on a daily basis

Monitor employee attendance, login/logout times, breaks, absences, and schedule adherence

Review daily productivity reports, EOD reports, and task completion

Ensure employees are meeting client expectations, deadlines, and performance standards

Conduct regular check-ins with team members regarding performance and operational concerns

Identify performance issues and provide coaching or corrective guidance when necessary

Escalate serious employee or client concerns to management promptly

Coordinate with HR and management regarding attendance, performance, disciplinary, and staffing concerns

Communicate professionally with clients regarding employee performance, updates, and operational concerns

Monitor client feedback and ensure concerns are resolved in a timely manner

Assist with onboarding, training, and transition of newly assigned team members

Join client training sessions when necessary to understand workflows and expectations

Maintain accurate documentation of employee concerns, coaching sessions, client feedback, and operational issues

Prepare weekly and monthly performance reports

Ensure company policies, procedures, confidentiality requirements, and client processes are followed

Assist management with improving team productivity, retention, and overall service quality

Qualifications

Previous experience as a Supervisor, Team Leader, Operations Supervisor, or similar leadership role

Experience in a BPO, outsourcing company, customer service operation, or remote team environment is highly preferred

Strong people management and leadership skills

Experience handling attendance, productivity, performance management, and employee accountability

Strong problem-solving and decision-making skills

Able to handle escalations professionally and efficiently

Excellent English verbal and written communication skills

Comfortable communicating directly with clients

Strong organizational and documentation skills

Able to manage multiple employees, concerns, and priorities simultaneously

Highly dependable, proactive, and detail-oriented

Able to work independently with minimal supervision

Comfortable working schedules aligned with U.S. business hours when required

Preferred Experience

Candidates with experience in any of the following will have an advantage:

BPO Operations

Customer Service / Call Center Operations

Healthcare Support Services

Remote Workforce Management

Client Account Management

Performance Coaching

Employee Scheduling and Attendance Monitoring

Work-From-Home Requirements

Candidates must have their own complete and reliable work-from-home setup, including:

Desktop computer or laptop suitable for full-time work

Stable and reliable high-speed internet connection

Noise-canceling headset with working microphone

Working webcam

Quiet and professional workspace

Backup internet connection

Backup power source is highly preferred

Applicants may be required to provide their computer specifications and internet speed test results during the recruitment process.

Ideal Candidate

We are looking for someone who is:

Strong in leadership and accountability

Fast in identifying and resolving operational issues

Confident communicating with employees and clients

Organized and highly responsive

Able to make sound decisions under pressure

Proactive instead of waiting for problems to escalate

Focused on employee performance, client satisfaction, and retention

Only shortlisted candidates will be contacted for the next stage of the recruitment process.