Summary
The Operations Supervisor is responsible for leading and overseeing a team of Pilots who remotely operate delivery robots. This role ensures real-time operational continuity, performance management through key metrics, and adherence to service level agreements, while maintaining high standards of communication, leadership, and operational excellence.
Description
Responsibilities
- Lead, coach, and supervise a team of Pilots responsible for the remote operation of delivery robots.
- Monitor live operations in real time, identifying deviations, risks, or incidents and implementing timely corrective actions.
- Track, analyze, and report operational KPIs to ensure productivity, quality, and SLA compliance.
- Provide continuous feedback, performance coaching, and emotional support to maintain stable and efficient team performance.
- Escalate operational or technical incidents following established protocols.
- Ensure compliance with operational procedures, safety standards, and client requirements.
- Maintain clear, professional, and assertive communication with internal stakeholders and client representatives.
- Support continuous improvement initiatives through data analysis and operational optimization.
Requirements
- Proven experience as an Operations Supervisor, Team Leader, or similar role, preferably within a BPO or real-time operations environment.
- Strong experience managing operational metrics and performance indicators.
- English proficiency at B2 level or higher (written and verbal).
- Experience or strong familiarity with remote-controlled devices, such as:
- Drones
- Remote-operated vehicles
- Video game consoles or controllers (PS5)
- Strong leadership, decision-making, and problem-solving skills.
- Ability to perform effectively in high-pressure, real-time operational environments.
- On site position, full time availability es required
Competencies
- Leadership and team development
- Analytical and results-driven mindset
- Assertive and professional communication
- Emotional intelligence and stress management
- Adaptability to technology-driven operations
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
