GBS SPL EMEA Operations Supervisor

This position is responsible for monitoring and executing the day-to-day operations of the SPL EMEA team. 

Team provides 24 X 7 support for multiple internal and customer support channels providing order fulfillment. This includes coordinating transportation of real-time inventory through multiple organizations and courier networks, investigating service issues, and resolving customer inquiries. 

The Operations Supervisor will provide direct people leadership and workflow coordination across both front‑office and back‑office SPL activities, ensuring high-quality service delivery and adherence to SLA commitments. This includes real-time performance monitoring, team coaching, shift coverage management, issue escalation, and process compliance. 

The centralized GBS model depends on structured, layered leadership to maintain operational control and ensure that workloads, volumes, and customer expectations are managed effectively. The Supervisor role bridges the gap between floor-level execution and team-level performance management, supporting the Team Leader and Operations Manager in delivering service stability and continuous improvement. 

Key Responsibilities: 

• Work closely with SPL EMEA Process Owners  

• Ensure 24/7 service coverage across all internal and customer-facing support channels 

• Monitor and improve SLA, KPI, and performance metrics (e.g., response time, resolution time, service quality) 

• Lead, coach, and develop team members to ensure high performance and engagement 

• Oversee investigation and resolution of service disruptions, shipment delays, and fulfillment issues 

• Drive process improvements to increase efficiency, accuracy, and customer satisfaction 

• Ensure the team adapts effectively to changing business and customer requirements 

Qualifications: 

• Proven experience working in environments with a strong emphasis on efficiency, organization, and task management (UPS experience preferred) 

• Fluent in English with excellent verbal and written communication skills  

• Knowledge of shipping and logistics solutions, and a solution-oriented mindset 

• Highly organized, detail-oriented, and able to supervise multiple tasks in a project-driven environment 

• Quick learner with strong follow-through and problem-solving skills 

• Strong collaboration skills and ability to work effectively with internal partners across functions 

• Experience using customer success platforms (e.g., Salesforce) and making data-driven decisions 

• Bachelor’s degree preferred; relevant experience may substitute 

• Experience supervising others - Preferred  

• Experience using Microsoft Office Suite or similar software - Preferred