Senior Operations Supervisor

Senior Operations Supervisor

Total Credit Services Limited (TCS)

About Us:

We are The Jamaica National Group Limited, representing a globally respected brand, boldly finding ways to enrich lives and build better communities. Our core values make us who we are and are demonstrated in everything we do; rooted in RESPECT we believe our everyday jobs contribute to something bigger than ourselves. We are dependable and pride ourselves in our authenticity and in the transparent solutions we create that bring value to our customers.

About the Role:

Are you an experienced contact centre leader with a passion for driving performance, developing teams, and delivering exceptional client outcomes? Total Credit Services Limited (TCS), a member of the JN Group, is seeking a Senior Operations Supervisor to lead multi-functional teams and ensure operational excellence across our contact centre operations.

What You'll Do

• Lead daily contact centre operations to achieve service levels, quality standards, customer satisfaction targets, and client SLAs.
  
• Monitor real-time performance and implement recovery actions to address performance gaps.
  
• Coach, develop, and hold supervisors accountable for team results.
  
• Analyze operational data, identify root causes, and implement improvement plans.
  
• Ensure compliance with client requirements, company policies, and information security standards.
  
• Drive at least one measurable process improvement initiative each quarter.
  

What Success Looks Like

• Consistent achievement of key operational KPIs, including Service Level, AHT, QA, CSAT, and client-specific targets.
  
• Strong team engagement, accountability, and performance.
  
• Timely resolution of operational issues and successful delivery of process improvement initiatives.
  
• Accurate reporting and proactive management of client commitments and SLAs.
  

What You'll Need

• Bachelor's Degree in Business Administration, Management Studies, or a related field.
  
• Minimum four (4) years' experience in contact centre operations, including at least two (2) years in a leadership role.
  
• Strong experience in KPI analysis, SLA management, operational reporting, quality assurance, and root-cause analysis.
  
• Proven ability to coach, motivate, and develop high-performing teams.
  
• Excellent communication, stakeholder management, and problem-solving skills.
  

What's in It for You?

• Competitive compensation and benefits.
  
• Professional growth and development opportunities.
  
• Dynamic, collaborative work environment.
  
• Opportunity to lead transformational initiatives and deliver measurable business results.
  

Apply Today

If you're ready to take the next step in your leadership career and make a measurable impact, we want to hear from you!

Application Deadline: November 15, 2026.