Operations Supervisor

The Operations Supervisor assists the Manager with the overall day-to-day operational and administrative tasks within the organisation. The position is responsible for handling client issues and concerns regarding operations and staff performance. The Operations Supervisor coordinates with other Support Teams to ensure business continuity and performance compliance.

Operational and Team Management

 

• Provides day-to-day operational, and project support to the client and staff
• Manage clients' compliance to company systems and policies
• Improve and manage the operational processes and policies in support of the organisation
• Meets up with client from to discuss issues, concerns and updates
• Manage work schedules if necessary
• Carry out daily operational duties and responsible for motivating employees; leads by example
• Monitor team performance, attendance, productivity, and ensures that SLAs are regularly met
• Motivate and encourage staff through positive communication and create effective channels for feedback
• Establish a positive, supportive and collaborative environment
• Assist in the development of strategic plans for operational activity

 

Administration

 

• Monitor and report individual and team performance through regular scorecard reviews
• Provide effective coaching and perform the appropriate corrective/disciplinary action as needed
• Develop engagement activities to increase employee loyalty, focus, and retention

• Graduate of any Bachelor's Degree preferably any business related course
• With at least 3-5 years hands-on experience in team management and client management
• Previous work experience in a BPO/Offshoring company
• Experience handling start up campaigns or Australian accounts is an advantage
• Strong English communication skills with the ability to convey issues accurately, effectively and often with empathy
• Can deal effectively, comfortably, and confidently with clients at all levels of responsibility, authority,and rank
• Ability to deal with people across all levels of the organization
• Ability to make sound decisions, is goal-oriented, energetic, and a forward thinker who has set high standards
• Extensive knowledge in operations-related functions
• With proven planning and leadership skills
• Must be detail-oriented, has good judgment and should be able to think strategically
• Possesses strong analytical skills
• Good time management and organisational skills
• Trustworthy, reliable, and has the ability to work independently and manage multiple projects at a time
• Strong commitment to service and a flexible can-do attitude to respond to client and business needs
• Exhibits a high degree of professionalism
• Ability to multitask and remain calm under pressure and stress
• Takes initiative and deliver solutions
• Willing to work on morning / mid shift
• Willing to work in Makati City

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.