Operations Supervisor

Job Summary

The Operations Supervisor is responsible for overseeing the performance, attendance, and overall reliability of the operations team. This role ensures high levels of productivity, engagement, and adherence to company standards by providing active supervision, validating absences, conducting coaching sessions, and addressing performance or conduct issues in accordance with the Companys Code of Conduct. The role requires strong people management, sound judgment, and a consistent presence in the virtual office.

Key Responsibilities

People Management & Team Oversight

• Supervise and support a team of Client Success representatives.
• Foster a positive, accountable, and performance-driven environment.
• Be highly visible and accessible in the virtual office to support and monitor staff.

Attendance & Absenteeism Management

• Monitor daily attendance, punctuality, and schedule adherence.
• Proactively follow up on absences, late arrivals, and early logouts.
• Work with the company nurse and HR to validate absenteeism reasons.
• Ensure high attendance rates and escalate patterns of concern when necessary.

Performance & Productivity Monitoring

• Track team productivity and efficiency.
• Identify and address gaps in performance or behavioral issues that may impact work quality.
• Flag and escalating red flags that may affect staff reliability.

Coaching & Development

• Conduct regular one-on-one and group coaching sessions.
• Use the SMART (Specific, Measurable, Achievable, Relevant, Time-bound) framework to set and track improvement goals.
• Provide clear, constructive feedback and document coaching outcomes.

Compliance & Documentation

• Prepare and issue Incident Reports and Notices to Explain in line with the Companys Code of Conduct.
• Ensure all documentation is factual, consistent, and confidential.
• Liaise with HR for corrective and disciplinary actions when required.

Client Success & Stakeholder Support

• Ensure the team delivers consistent and high-quality client experience.
• Act as a point of escalation for client or internal concerns.
• Support continuous improvement initiatives within the department.

Qualifications & Skills

• At least 2-3 years of experience in a supervisory or people management role.
• Precise, accurate, attention to detail a must
• High learning aptitude with the ability to work unsupervised
• Excellent time management skills with a strong sense of urgency
• Strong understanding of attendance management and performance monitoring.
• Experience conducting coaching sessions using structured frameworks (e.g., SMART).
• Ability to identify risk patterns and address issues proactively.
• Excellent communication, documentation, and interpersonal skills.
• High level of integrity and knowledge of workplace conducts standards.
• Above average proficiency in Google Drive and Microsoft Suite
• 1-3 years of work experience in dispatch or logistics, customer service, operations, data entry, call center.

Key Competencies

• Leadership and accountability
• Attention to detail
• Problem-solving and sound judgment
• Strong communication (written and verbal)
• Ability to manage sensitive situations with professionalism