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.
Skills Required
- Bachelor's degree in Business Administration, Management Studies, or a related field
- At least four years of experience in contact center operations
- At least two years of experience in a leadership role
- Experience in KPI analysis, SLA management, operational reporting, quality assurance, and root-cause analysis
- Ability to coach, motivate, and develop high-performing teams
- Excellent communication, stakeholder management, and problem-solving skills
What We Do
The Jamaica National Group Limited is a Jamaican financial-services group whose member companies include JN Bank, Total Credit Services, JN Life Insurance, and MC Systems. Through banking, credit, insurance, and ICT-related businesses, it serves personal and business customers. The group presents itself as a globally respected brand committed to enriching lives, developing employees, and creating opportunities through its connected companies.
