Overview
Join Our Team – Floor Operations Supervisor | BPM
Location: Soufriere, Saint Lucia
Employment Type: Full-Time
Are you an experienced team leader ready to take the next step in your BPM career? At Ascension International Limited, a leading BPM (Business Process Management) firm, we’re looking for a proactive Floor Operations Supervisor to drive performance, quality, and client satisfaction across our growing operations team.
About the Role:
As Floor Operations Supervisor, you’ll oversee day-to-day delivery and service excellence on the operations floor, ensuring all client KPIs are met, agents are supported and developed, and our BPM processes run efficiently. You’ll play a key role in aligning frontline performance with our commitment to continuous improvement, scalability, and high-value outcomes for our clients.
Key Responsibilities:
- Lead and supervise a team of agents across voice/non-voice BPM processes
- Monitor floor activities, productivity, schedule adherence, and quality benchmarks
- Coach team members on performance and development opportunities
- Handle process escalations and ensure timely resolutions with internal and client stakeholders
- Track and report performance metrics
- Collaborate with Training, Quality, and Workforce teams to optimize workflows
- Support onboarding of new hires and knowledge transfer for transitions
- Contribute to operational improvements and BPM best practices implementation
Qualifications:
- 3–5 years’ experience in the BPO/BPM industry, with 1+ years in a supervisory/team lead capacity
- Experience handling KPIs, performance management, floor support, and escalations
- Strong background in operations management, client servicing, and performance coaching
- Experience with BPM delivery models, workflow systems, and productivity dashboards
- Familiarity with CRM and WFM tools (e.g., Salesforce, Five9, NICE, Avaya)
- Ability to adapt to changing priorities in a fast-paced, client-driven environment
- Excellent communication, leadership, and critical thinking skills
- Bachelor’s degree preferred; process certifications (Lean, Six Sigma, etc.) a plus
What We Offer:
- Competitive base salary
- Health and wellness benefits
- Career progression in a high-growth BPM company
- Ongoing training and leadership development programs
- Opportunity to work with global clients and diversified processes
Ready to Lead?
Apply now by sending your resume to jobs@ascensionbpm.com or visiting Careers – Ascension International
Join a purpose-driven BPM company where your leadership fuels client transformation.