Business Process Supervisor

Manages employees classified in the Business Process or Business

Job Title: Business Process Supervisor

Location: Manesar-Gurgaon, HR
Work Mode: On-site / 5 Days from Office
Shift: Evening
Travel: Up to 10% (Regional, National, International)

Job Summary

We are seeking a proactive and strategic Manager to lead a semi-tech back-end operations team within a global call center environment. This role combines operational oversight with people leadership, ensuring high-quality service delivery, incident coordination, and compliance documentation. The ideal candidate will bring strong analytical skills, excellent communication abilities, and a proven track record in managing high-performing teams in a dynamic support environment.

Key Responsibilities

People Management & Leadership

• Lead, coach, and develop a team of support associates across multiple shifts, fostering a culture of accountability, collaboration, and continuous improvement.
• Conduct regular performance reviews, set individual and team goals, and provide constructive feedback and career development support.
• Manage staffing schedules, shift rotations, and resource allocation to ensure optimal coverage and workload balance.
• Facilitate team meetings, training sessions, and knowledge-sharing forums to build operational excellence and cross-functional awareness.
• Promote employee engagement and well-being through recognition, mentoring, and open communication.

Operational Oversight

• Supervise inbound/outbound communications, incident logging, and compliance documentation.
• Monitor global events and ensure timely, accurate communications and updates to stakeholders.
• Maintain and update operational procedures, contact rosters, and escalation matrices in alignment with ISO standards.
• Oversee reporting on incident trends, system performance, and operational metrics, present insights to senior leadership.
• Serve as the primary point of contact for escalations, procedural updates, and operational support across global teams.
• Identify process gaps and lead initiatives to enhance efficiency, responsiveness, and data quality.

Training & Documentation

• Develop and implement Standard Operating Procedures (SOPs) for team operations.
• Ensure all documentation is current, accurate, and compliant with internal and external standards.
• Support onboarding and continuous learning for new and existing team members.

Required Skills

• Proven experience in team leadership and performance management.
• Excellent verbal and written communication skills.
• Outstanding customer service and interpersonal abilities.
• High computer literacy and adaptability to new software and mobile applications.
• Analytical mindset with strong decision-making capabilities.
• Proficiency in Microsoft Office Suite.
• Ability to manage sensitive situations with professionalism and urgency.
• Strong planning, organizational, and documentation skills.
• Experience in rotational shifts including night and evening.
• Ability to work in a dynamic, multicultural, and remote-enabled environment

Qualifications

Required Qualifications

• Bachelor’s or Master’s Degree in IT, Operations, or related field.
• Minimum 10 years of relevant experience, including 3+ years in a supervisory or managerial role.

Additional Details

Travel Required:

Shift:

Duration:

Job Function: