Always Accepting Applications
Operations Supervisor I
Frontline supervision of an assigned team, shift, or client program
About the Role
Operations Supervisor I is frontline supervision of an assigned team, shift, or client program. You are the on-shift authority. Performance and attendance are yours to run in real time, you coach your specialists when problems come up, and during your shift you are who the client talks to.
This is a leadership role for someone with prior call center supervisory experience, or a Client Support Specialist ready to step up. You'll handle the operational side too: scheduling, daily and weekly reporting, incident documentation, and escalating to management when something doesn't fit a routine pattern.
The work is varied — every shift brings different call volume, different issues, different coaching opportunities. Shifts run 24/7 across multiple programs, so we'll match you to a schedule that fits your availability.
Job Details
- Location
- Remote · MI, TX
- Type
- Full-time
- Pay
- $17.50 – $18.00 / hour
- Based on experience
- Shift
- Various — days, evenings, overnights, and weekends to support 24/7 coverage
- Reports To
- Operations Manager
We're not actively hiring this role right now, but we hire for it regularly. Apply and we'll reach out the moment a seat opens.
What You'll Do
- Supervise your assigned team, shift, or client program, ensuring service-level targets are met and staffing matches call volume
- Track performance metrics in real time and provide on-the-spot coaching to specialists when issues come up
- Monitor calls for quality assurance and provide constructive feedback to drive consistent service delivery
- Manage scheduling and attendance for your team — track time, document attendance issues, and pull in additional staff when call volume spikes
- Train and develop new and existing Client Support Specialists through structured coaching sessions
- Generate daily and weekly reports on call volume, specialist performance, and customer satisfaction
- Serve as the on-shift point of contact for client communications; document operational issues thoroughly and escalate to management when warranted
- Resolve conflicts during shifts and keep the team focused, professional, and productive
- Maintain accurate incident reports and ensure follow-up on reported client issues
What We're Looking For
- 2+ years of call center or BPO experience as a specialist, lead, or supervisor
- Strong verbal and written English communication for client-facing communications
- Comfortable using performance analytics, scheduling software, and incident-tracking systems
- Demonstrated ability to coach and develop other team members
- Sound judgment for when to escalate vs. resolve at the shift level
- Reliable internet: 100+ Mbps down on a hardwired connection (cable, fiber, or Starlink — 5G home internet and traditional satellite are not supported)
- Dedicated quiet workspace at home; clean-desk policy is enforced during shifts
- US-based with authorization to work in the US
- Available for one of our shift schedules listed above
- Must reside in Michigan and Texas — that's where we're currently hiring for this remote role
Nice to Have
- Prior experience supervising remote or distributed teams
- Bilingual English/Spanish or English/Arabic
- Experience with state benefits programs (EBT, WIC, Medicaid) or federal benefits programs
- Familiarity with Quality Assurance scoring frameworks
Working Environment
This is a remote, US-based role. We ship company-owned hardware to you and provide your first headset — no BYOD. You'll need a dedicated quiet workspace at home where you can take calls and run team check-ins without background noise, plus a hardwired internet connection (cable, fiber, or Starlink) at 100+ Mbps down. We enforce a clean-desk policy during shifts for client compliance.
Onsite attendance may be required for training, meetings, or business needs.
We're always interested in exceptional people
We're not actively hiring this role right now, but we hire for it regularly. Apply and we'll reach out the moment a seat opens.