Supervisor, Process Management US Back Office Operations

Responsibilities

• Lead and develop a team of approximately 16 employees and contractors, overseeing the full employee lifecycle including hiring, performance evaluations, and training.
• Drive operational excellence by ensuring all processes are documented, followed, and audited for quality.
• Manage escalated situations and act as a subject matter expert for business unit initiatives.
• Facilitate onboarding and continuous training to ensure team success and alignment with company updates.
• Maintain regular team communication to keep staff informed of departmental and business changes.

Requirements

• 5+ years of proven experience in Operations Management within the IT, KPO, or BPO industry (US/UK processes).
• 3+ years of experience managing a team of agents.
• Proficiency in Microsoft Office applications.
• Strong written and verbal communication skills with high attention to detail.
• Ability to work US shift hours (6:30 PM – 3:00 AM IST, with flexibility for Daylight Savings).
• Ability to reside within 25-40 km of the Noida office.

Preferred Qualifications

• Practical knowledge of Oracle and Salesforce.
• Experience with data-driven decision-making and research-based problem-solving.

About the Company

McGraw Hill is a global leader in learning, driven by a culture of curiosity and innovation. We are committed to building the future of learning through dedicated, high-performing teams and a collaborative, inclusive working environment.