Operations Supervisor

Accountabilities

• • Work closely with the Operations Manager to execute daily operational priorities and ensure activities remain aligned with broader business objectives.
  • Manage and maintain an accurate roster of active agents, applying established policies to identify inactive agents and coordinate timely replacements.
  • Monitor agent attendance and schedules to ensure team members consistently complete their required 8-hour daily shifts.
  • Conduct daily test calls and quality checks to verify that agents meet established quality standards and operational expectations.
  • Provide timely, constructive coaching and follow-up when quality issues, complaints, or performance concerns arise.
  • Support workforce growth and capacity planning with the objective of building and maintaining a team of up to 100 active agents.
  • Manage onboarding and compliance activities by reviewing required documentation, communicating status updates, and maintaining organized records.
  • Calculate, prepare, and submit the operation’s monthly minutes-based invoice accurately and on time.
  • Track operational performance, identify gaps, and take appropriate corrective action to maintain productivity, quality, and workforce stability.

  Requirements

  • Demonstrated experience in operations, workforce management, team supervision, customer support, or a related operational environment.
  • Strong ability to manage distributed or remote teams while maintaining accountability for attendance, productivity, and quality.
  • Experience monitoring performance against defined standards and providing constructive coaching when issues arise.
  • Strong organizational skills with the ability to maintain accurate rosters, schedules, documentation, and operational records.
  • Comfortable working with spreadsheets, databases, operational tracking systems, and basic financial or invoicing information.
  • Strong attention to detail and the ability to identify discrepancies, follow established procedures, and maintain accurate records.
  • Effective written and verbal communication skills, with the ability to communicate clearly with agents, managers, and clients.
  • Proactive and hands-on approach to problem-solving, with the ability to respond quickly to operational issues.
  • Ability to work independently in a remote environment while collaborating closely with operational leadership.
  • Results-oriented mindset with a strong focus on team growth, quality, attendance, and consistent execution.

  Benefits

  • Base salary: $200 per month.
  • Performance-based bonus: 1% of the operation’s total gross monthly invoice.
  • Bonus eligibility: The performance bonus becomes available once more than 20 active agents are maintained while completing their required 8-hour shifts.
  • Growth-based earning potential: Compensation increases as the size and gross invoice value of the operation grows.
  • Target earning example: At 100 active agents, the minimum gross monthly invoice is approximately $84,400, generating a minimum $844 performance bonus.
  • Expected minimum monthly compensation at 100 active agents: $1,044, consisting of the $200 base salary plus the $844 minimum performance bonus.
  • Remote work: Operate and manage the workforce remotely.
  • Leadership opportunity: Take ownership of workforce growth, operational performance, quality, and team development.