Operations Supervisor

Company Description

Founded in 1989, SOSi is among the largest private, founder-owned technology and services integrators in the defense and government services industry. We deliver tailored solutions, tested leadership, and trusted results to enable national security missions worldwide.

Job Description

The Operations Supervisor is responsible for leading frontline staff supporting government civil programs. This role oversees daily contact center activity to ensure service-level performance, quality standards, and compliance with contractual and regulatory requirements. The Operations Supervisor serves as a people leader, coach, and operational problem solver, driving consistent performance in a fast‑paced, metrics‑driven environment.

ESSENTIAL JOB DUTIES

• Leadership & People Management
  • Ability to coach, motivate, and develop employees
  • Supervise and support a team of interpreters to ensure consistent service delivery and high-quality performance
  • Experience conducting performance reviews, disciplinary actions, and one-on-one meetings
  • Conflict resolution and accountability management
• Operational Oversight
  • Monitor interpreter performance metrics including attendance, productivity, billable hours, and quality assurance (QA) scores
  • Ensuring policies, procedures, and KPIs are consistently followed
• Communication Skills
  • Clear written and verbal communication
  • Ability to deliver feedback professionally and effectively
  • Strong listening skills and approachability
• Problem Solving & Decision Making
  • Ability to identify operational issues and implement solutions
  • Sound judgment under pressure and in fast-paced environments
• Results & Performance Management
  • Meeting service level goals, productivity targets, and quality standards
  • Tracking metrics and using data to drive improvements

Qualifications

Minimum Requirements

• Bachelor's degree in business administration or operations management, or a related field; OR equivalent experience.
• Minimum three years of work experience directly related to operations or administrative support in a fast-paced, deadline-driven environment.
• Proficiency with Microsoft Office (Excel, Outlook, Word)
• Experience with workforce management systems, scheduling tools, or CRM platforms
• Ability to prepare reports, track trends, and document performance

• Dependable and organized
• Adaptable to change
• Professional demeanor with a strong sense of accountability
• Ability to balance employee advocacy with business needs

Preferred qualifications

• Experience in compliance-driven environments
• Training or process improvement
• Spanish bilingual skills (a plus)

Additional Information

Work Environment

• Normal office working conditions.
• Onsite
• Requires periods of non-traditional hours including consecutive nights or weekends when necessary.
• May require ability to lift/and or move objects or packages of up to 25 lbs.

Working at SOSi

All interested individuals will receive consideration and will not be discriminated against for any reason.