OPS Supervisor

Job description

Job Description

As the Supervisor of Global Operations , you will serve as the front-line leader responsible for direct team guidance, daily workflow coordination, and real-time operational support. Your primary objective is to ensure real-time SLA compliance, high customer satisfaction, accurate data processing, and active coaching for your team members

What You'll Do

Front-Line Operational Delivery: Support direct end-to-end operational delivery across assigned departmental service lines, ensuring tasks are completed accurately and on schedule.

Quality & Predictability

Monitor day-to-day team performance with an eye on task accuracy, cycle-time speed, and output predictability across all service queues.

Direct Team Supervision

Lead daily huddles, assign work tickets, and manage real-time queue performance for front-line onboarding and contact center staff.

Real-Time SLA & Queue Monitoring

Monitor active call/chat queues and implementation pipelines, stepping in to reallocate resources to meet response and resolution targets.

Quality Assurance & Coaching

Conduct quality checks on communications and technical setups, providing actionable feedback and coaching to team members.

Process Adherence

Ensure the team consistently follows established operating procedures, security guidelines, and data governance standards.

Cross-Shift/Team Coordination

Coordinate with peers and US team leads to hand off escalated client cases and maintain smooth operational continuity.

Team Engagement

Foster a positive, productive team environment through active support, conflict resolution, and performance recognition.

What Experience You Need Front-Line Leadership

2–4 years of experience as a team lead or supervisor in a contact center, customer support, or technical onboarding environment. B2+ English proficiency.

Education

Associate’s or Bachelor’s degree in Business, Systems, or related field (or equivalent hands-on experience).

Technical & Queue Familiarity

Practical experience working with CRM/ticketing platforms, telephony software, and data management systems.

Coaching & Quality Control

Demonstrated ability to perform QA reviews, mentor team, and deliver constructive performance feedback.

Problem-Solving Skills

Strong capability to troubleshoot live client escalations and resolve technical or procedural roadblocks quickly.

AI Adoption

Proficiency in leveraging AI tools, machine learning applications, and automation to streamline workflows and enhance productivity.

Communication Skills

Excellent verbal and written communication skills in both English and Spanish to interact with US counterparts and local teams effectively.

What could set you apart Process Improvement Skills

Experience with methodologies like Lean Six Sigma or Agile to actively improve workflows, rather than just managing them.

Advanced Systems Knowledge

Power-user experience or certifications with major CRM, ticketing, and workforce management platforms (e.g., Salesforce, Zendesk, Genesys).

Data & Analytics

The ability to build custom reports (using Advanced Excel, Tableau, etc.) to track queue performance, forecast volume, and spot bottlenecks.

B2B Tech Experience

A background specifically managing complex technical onboarding or SaaS software implementations.

Change Management

A proven track record of guiding teams through rapid growth, system migrations, or building new processes from scratch.