Operations Supervisor

About the Role

A partner company is seeking an Operations Supervisor based in the United Arab Emirates for a fully remote position. This role involves leading a growing distributed team by managing daily operations, workforce planning, attendance oversight, quality assurance, coaching, onboarding, and administrative tasks. The objective is to scale the team to 100 active agents while sustaining consistent performance and reliability. The ideal candidate will be a proactive and hands-on leader who is adept at managing people, tracking performance, and quickly resolving operational issues. Strong organizational skills, accountability, and meticulous attention to detail are critical for smooth operational growth.

Key Responsibilities

• Collaborate closely with the Operations Manager to implement daily operational priorities aligned with strategic objectives.
• Maintain an accurate roster of active agents, enforcing policies to identify inactive members and coordinating timely replacements.
• Monitor attendance and schedules to ensure every agent completes an 8-hour workday consistently.
• Perform daily test calls and quality audits to ensure service standards and operational expectations are met.
• Deliver prompt and constructive coaching for addressing quality issues, complaints, and performance challenges.
• Support capacity planning and workforce scaling efforts aiming for up to 100 active agents.
• Oversee onboarding processes and compliance by reviewing necessary documentation, updating statuses, and keeping records organized.
• Prepare and submit monthly invoices based on minutes of operation accurately and punctually.
• Track operational metrics, identify deficiencies, and initiate corrective measures to uphold productivity, quality, and stability.

Candidate Requirements

• Proven background in operations management, workforce coordination, team supervision, or customer support environments.
• Demonstrated ability to effectively manage remote or geographically distributed teams with accountability for attendance, output, and quality standards.
• Experience in monitoring performance against benchmarks and delivering helpful coaching when performance dips.
• Excellent organizational capabilities for maintaining up-to-date schedules, rosters, documentation, and operational data.
• Familiarity with spreadsheets, databases, operational tracking tools, and understanding of basic financial and invoicing processes.
• Exceptional detail orientation to detect discrepancies, adhere to protocols, and maintain accurate records.
• Strong communication skills (both written and oral) suitable for interaction with agents, management, and clients.
• Proactive, hands-on problem solver able to resolve operational challenges swiftly.
• Self-motivated to work independently in a remote setting while collaborating with leadership.
• Goal-driven approach with emphasis on team growth, consistency, attendance, and quality fulfillment.

Compensation and Benefits

• Monthly base salary of $200.
• Performance bonus amounting to 1% of the operation's total gross monthly invoice.
• Bonus eligibility starts when more than 20 agents maintain active status and required shifts.
• Opportunity for increased earnings as the team and gross invoice expand.
• Example targets: With 100 active agents, the gross invoice minimum is approximately $84,400, resulting in at least an $844 bonus.
• Total projected earnings at 100 agents: at least $1,044 per month combining base and bonus.
• Fully remote work setup.
• Chance to take leadership over workforce growth, quality standards, operational performance, and team development.