Sr. Site Supervisor

4 weeks ago

Eagle Pass, United States Global Agility Solutions, LLC Full time
Job DescriptionJob Description

Position Summary

Global Agility Solutions is currently hiring a Sr. Site Supervisor to join our team. The Sr. Site Supervisor will be responsible for managing and overseeing all activities associated with the workforce, operations, and the site facility. In this position, leadership skills are required in effectively communicating at all levels as exemplified in the duties and responsibilities.

Essential Duties and Responsibilities

This is a full-time, permanent position that involves overseeing the daily operations of a site. The Senior Site Supervisor reports to the Senior Director of Client Operations and manages a fully dispersed workforce.


The following is a job description for a Senior Site Supervisor who oversees site operations. The Senior Site Supervisor supervises staff, recommends staff selection and training, and administers any necessary discipline. Additionally, the Senior Site Supervisor supervises the site's day-to-day operations and helps implement organizational objectives, strategies, policies, and tactics. They will also be responsible for overseeing building/facilities operations, including janitorial services, security, and safety issues and will be responsible for reporting any repair or maintenance needs for the site to senior management.


The Senior Site Supervisor is responsible for developing, coordinating, and overseeing superior customer service protocols. They maintain professional relationships with team members and clients and are committed to quality service. The Senior Site Supervisor is also responsible for ensuring that human resources functions such as hiring, training, disciplining, terminating, payroll, and compliance are completed in a timely and accurate manner. They are also responsible for supporting financial management activities including producing client invoice data and coordinating with the company finance department to ensure accurate accounts receivable, accounts payable, and expense management.


The Senior Site Supervisor will assist in developing and documenting standard operating procedures and maintaining compliance with local, state, and federal authorities. They will manage team relationships effectively to ensure exceptional performance and that the operational teams and interrelated departments know the combined end goals. The Senior Site Supervisor will establish and maintain operational objectives and work plans and delegate assignments to subordinate supervisors when necessary. They will regularly meet to improve productivity, product knowledge, and customer satisfaction.


The Senior Site Supervisor must demonstrate strong written and oral interpersonal communication skills, the ability to build and maintain productive working relationships, and the ability to negotiate with various internal and external stakeholders. They should also demonstrate effective organizational skills, prioritizing and managing multiple tasks, deadlines, and competing priorities within small and expansive team environments.


Minimum Qualifications (Knowledge, Skills, and Abilities)

Education and Experience Requirements:

A high school diploma or equivalent is required, while a bachelor's degree is preferred. Candidates must have at least three years of experience in a related field. Those with five (5) or more years of BPO management experience are often preferred. Additionally, the applicant must have:

  • Proven supervisory experience in a call center, customer service, or a similar role. A minimum of 1-3 years of customer service experience, preferably in a call center.
  • Proficiency in technology, especially computers, software applications, and phone systems. Working knowledge of MS Office.
  • Exceptional verbal and written communication skills. Proficiency in English is a must, while being bilingual (Spanish) will be a definite plus.
  • Strong leadership capability, evidenced by well-developed problem-solving, analytical, and conceptual skills.

General Knowledge and Skills Requirements:

The candidate must:

  • Possess strong oral and written communication skills and knowledge of computer software used for communication and presentations.
  • Be familiar with the principles and practices of employee supervision, which include work planning, organization, performance review and evaluation, employee training, and discipline.
  • Be able to plan, assign, supervise, review, and evaluate the work of the staff, develop effective work teams, motivate individuals to meet goals and objectives, and provide customer services efficiently and cost-effectively.
  • Possess strong problem-solving and troubleshooting skills and the ability to exercise sound judgment.
  • Be able to mentor staff, be knowledgeable in process management and client management, and provide demonstrable experience accordingly.
  • Be able to multi-task, decipher statistical reports, and have the patience to deal with issues involving both clients and the workforce.
  • Be familiar with record-keeping principles and practices.

Physical Demands and Work Environment

The applicant must work at least 40 hours a week, although additional work is often necessary to meet deadlines. Global Agility Solutions is operational 24 hours a day. Therefore, the organization may require the Senior Site Supervisor to work nights, weekends, and holidays. The job function may also require occasional travel.

Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.

Other physical demands are:

  • Sit for extended periods of time.
  • Use their hands to handle, control, or feel objects, tools, or controls.
  • Repeat the same movements.
  • Speak clearly so listeners can understand.
  • Understand the speech of another person.
  • Specific vision abilities required by the job include close vision, and the ability to adjust focus.
  • The noise level in the work environment is usually minimal.

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