Operations Support Supervisor QMCC

Overall Mission:

The Operations Support Supervisor ensures the effective execution of customer contracts and service commitments for US Accounts by leading and overseeing the Control Tower Accounts. This role provides direction and guidance to Operations Support Specialists ensuring daily operations are delivered with accuracy, timeliness, and compliance.
 

A core responsibility of the role is to drive continuous process improvement, regularly evaluating and optimizing end-to-end workflows within the Control Tower to improve efficiency, reduce risks, and align with customer and organizational objectives. By strengthening processes, monitoring performance, and fostering a culture of accountability, the Supervisor safeguards operational excellence and enhances customer satisfaction.

In addition, the Operations Support Supervisor manages escalations, supports system and reporting improvements, and provides coaching and development to team members. By aligning people, processes, and technology, this role ensures seamless execution, builds strong relationships with US client counterparts, and contributes to the long-term success of the QMCC organization.

Main Contribution - Key Responsibilities

Organizational Position

Manager’s Position - Control Tower Manager

Location - Manila, Philippines

Interface

Internal

• Operations US, UK, PL, and NL

• Operational Excellence

• Sales

• Customer Service

• Marketing

• IT

External

• Clients
• Local Vendors of Global Control Tower accounts

Required Skills

Profile (experience/ education)

Education: Bachelor’s degree in Supply Chain Management, Business Administration, Logistics, or a related field (Master’s degree a plus).

Experience: Minimum 3–5 years of experience in operations, customer service, or supply chain management, with at least 2 years in a supervisory or team lead role. Experience in Control Tower, BPO, or logistics account management is strongly preferred.

Technical Proficiency: Skilled in MS Excel, reporting tools (e.g., Power BI, Tableau), and order management systems such as Unity or equivalent. Familiarity with ERP, CRM, or WMS platforms is an advantage.

Financial & Analytical Skills: Ability to review and reconcile invoices, monitor budgets, and analyze cost and performance data to support efficiency and service improvement.

Leadership & Team Management: Demonstrated ability to lead, coach, and develop teams, prioritize workloads, and foster accountability across multiple stakeholders.

Communication: Strong written and verbal communication skills, with the ability to prepare reports, deliver updates to clients and management, and engage effectively with cross-functional teams.

Problem-Solving & Process Improvement: Proven capability to resolve escalations, implement corrective actions, and drive continuous improvement initiatives in operational processes.

Project Management Skills: Familiarity with project coordination, performance tracking, and workflow optimization. Certification in Lean, Six Sigma, or PMP is an advantage.

Adaptability & Resilience: Comfortable working in a fast-paced, global environment with multiple priorities; able to maintain performance and decision-making under pressure.

Language

Fluent in English - Other foreign language proficiency is a plus

Specific Experience & Knowledge Required

• Bachelor’s degree in Supply Chain Management, Business Administration, Logistics, or a related field (Master’s degree a plus).
• Minimum 3–5 years of experience in operations support, customer service, or supply chain management, with at least 2 years in a supervisory or team leadership role.
• Proven experience managing Control Tower operations, account support, or BPO/logistics teams handling international clients (US accounts preferred).
• Strong knowledge of order management, shipment coordination, and back-office operational processes.
• Experience using Cargowise or similar order/transport management systems, with the ability to generate, maintain, and analyze operational reports.
• Demonstrated ability to oversee team performance, provide coaching, and drive improvements in service quality and efficiency.
• Familiarity with KPI tracking, reporting dashboards, and performance monitoring for customer accounts.
• Experience collaborating with cross-functional teams (IT, Finance, Operations, Quality) to resolve issues, implement system/process improvements, and support client requirements.
• Track record of identifying operational risks, supporting Business Continuity Plans (BCP), and ensuring consistent service delivery during disruptions.
• Knowledge of Lean, Six Sigma, or continuous improvement methodologies is an advantage

• • Leadership & Team Guidance: Ability to supervise and motivate a diverse team, providing coaching, mentoring, and feedback to drive continuous improvement and performance excellence.
  • Clear & Effective Communication: Skilled in conveying information across different levels from team members to cross-functional stakeholders and clients, ensuring clarity and alignment.
  • Stakeholder Management: Builds strong, trust-based relationships with US client counterparts, internal partners, and cross-functional teams by managing expectations and balancing priorities.
  • Collaboration & Coordination: Promotes teamwork across departments and geographies, fostering a culture of cooperation, accountability, and shared success.
  • Problem-Solving & Decision-Making: Approaches challenges with analytical thinking and diplomacy, ensuring timely and practical solutions for operational issues.
  • Adaptability & Resilience: Maintains composure and effectiveness under pressure, especially when managing escalations, covering for team absences, or supporting BCP measures.
  • Continuous Improvement Mindset: Proactively identifies inefficiencies and leads initiatives that enhance processes, accuracy, and service quality.
  • Professional Presence: Demonstrates credibility, confidence, and empathy in both internal and external interactions, reinforcing trust and accountability.