Operations Supervisor

Job Overview

The Operations Supervisor oversees day-to-day operations, leading a team of 30–50 employees to ensure optimal performance in quality, productivity, and client satisfaction. This role is responsible for coaching, developing, and managing staff while maintaining open communication with leadership and clients. The Operations Supervisor ensures business targets are met, client expectations are exceeded, and company policies are followed with excellence.

Organizational Impact

The Operations Supervisor directly influences service quality, client retention, and team performance. By fostering an environment of accountability, development, and clear communication, this role strengthens the company’s ability to deliver exceptional staffing services. The supervisor ensures smooth daily operations, supports team members’ professional growth, and aligns departmental performance with organizational goals, contributing to efficiency, reputation, and sustained growth.

Key Systems

- Workforce management tools (e.g., Trello, Asana, or similar platforms)

- CRM systems used for client communication and tracking

- MS Office Suite for reporting and analytics

- Payroll and attendance management software

- Performance dashboards and KPI monitoring systems

Inputs

- Team attendance records, productivity metrics, and quality reports

- Client feedback and service-level agreements

- Company performance goals, compliance requirements, and HR policies

- Communication with other departments including HR, Training, and Recruitment

Outputs

- Weekly and monthly operational performance reports

- Client communication summaries and escalation follow-ups

- Action plans to improve KPIs and service delivery

- Accurate employee records including attendance, productivity, and coaching documentation

Activities

- Supervise, coach, and evaluate a team of up to 50 employees

- Conduct team meetings, performance reviews, and one-on-one coaching

- Monitor daily operations ensuring adherence to SLAs and company standards

- Collaborate with leadership to resolve operational or client issues

- Manage employee attendance, PTO, and payroll submissions

Communicate updates and policy changes effectively to staff

Recommended Items

- Team Performance Tracker Template

- Coaching and Development Log

- Client Escalation Report Form

- KPI Monitoring Dashboard

- Attendance and Payroll Checklist

Content Example

- Daily and weekly operations dashboards

- Attendance logs and performance scorecards

- Internal communication records and coaching notes

- Client satisfaction reports and feedback summaries

- Training materials and skill development plans

- Compliance documentation and audit results

- Monthly operational performance presentations

Sample Event-Driven Tasks

- Addressing and resolving client escalations promptly and effectively

- Coaching team members who fall below quality or productivity standards

- Managing unexpected absences or schedule adjustments

- Conducting corrective action meetings and documenting -outcomes

- Supporting leadership in onboarding new supervisors or team members

- Communicating policy or process changes to ensure operational compliance

Sample Scheduled Tasks

- Preparing weekly performance and attendance reports

- Holding regular one-on-one sessions with team members

- Coordinating monthly calibration or quality review meetings

- Performing bi-weekly payroll validation and adjustments

- Organizing quarterly team training sessions and workshops

- Reviewing and updating SOPs to align with operational needs

Sample Infill Tasks

- Review current workflow to identify efficiency improvements

- Develop team recognition initiatives to boost motivation

- Analyze client feedback to create improvement action plans

- Partner with recruitment to ensure staffing levels meet operational demand

- Track and report key operational metrics for leadership review

- Support cross-department collaboration on shared initiatives

- Participate in leadership meetings to propose process enhancements

- Provide continuous feedback to improve employee engagement