Operations Center Supervisor

Job Overview

The Operations Center Supervisor at Floward is tasked with managing the daily operations within the company's Operations Center. This includes ensuring efficient, accurate handling of order processing, dispatch, and delivery activities across multiple markets. The supervisor leads a team of officers and specialists, acts as the primary escalation contact for operational challenges, and guarantees that service level agreements (SLAs) are met consistently.

Primary Responsibilities

• Oversee all stages of the order lifecycle to assure smooth execution from processing through dispatch to final delivery.
• Continuously monitor real-time performance dashboards and SLA metrics; promptly address any risks or bottlenecks.
• Coordinate operations with logistics partners, warehouses, and customer service teams for flawless execution.
• Lead and mentor a team of operations officers and specialists, delivering on-the-floor coaching, clarifying roles, and providing constructive feedback to enhance performance.
• Plan and manage workforce scheduling and resource allocation to meet daily operational targets effectively.
• Serve as the first point of escalation for any operational delays, delivery complications, or service disruptions.
• Collaborate with Customer Care, Supply Chain, and Technology departments to resolve incidents efficiently.
• Maintain records of recurring problems and suggest improvements to the Operations Center Manager.
• Ensure strict adherence to standard operating procedures (SOPs), quality controls, and compliance protocols.
• Identify and implement opportunities to boost operational efficiency, accuracy, and cost savings.
• Support deployment of new software, tools, and enhancements to operational processes.
• Generate daily and weekly reports outlining key performance indicators (KPIs), SLA compliance, and operational risks.
• Communicate updates and escalations transparently to the Lead Country Operations and foster open communication within the team and with external partners.

Qualifications and Experience

• Possess a Bachelor's degree in Business Administration, Operations Management, Supply Chain Management, or a related discipline.
• Bring 5 to 7 years of relevant experience in operations, fulfillment, or logistics, ideally in e-commerce or retail sectors.
• Have at least 2 years of supervisory experience managing frontline or back-office operations teams.
• Demonstrate familiarity with ERP and Warehouse Management Systems (WMS), along with SLA-driven environments and real-time monitoring tools.

About Floward

Started in 2017, Floward is a notable online florist and gifting company delivering a seamless customer experience. They source fresh flowers daily from top growers worldwide and craft exquisite arrangements for any occasion. In addition, Floward offers a variety of gifts including chocolates, perfumes, and cakes, working with local and international brands to create perfect gift combinations. Operating in 36 cities across nine countries in the MENA region and the UK, Floward guarantees same-day delivery using its refrigerated vehicle fleet to ensure freshness upon arrival.