Business Process Supervisor

Job Description Job Description Manages employees classified in the Business Process or Business Job Title: Business Process Supervisor Location: Manesar-Gurgaon, HR Work Mode: On-site / 5 Days from Office Shift: Evening Travel: Up to 10% (Regional, National, International) Job Summary We are seeking a proactive and strategic Manager to lead a semi-tech back-end operations team within a global call center environment. This role combines operational oversight with people leadership, ensuring high-quality service delivery, incident coordination, and compliance documentation. The ideal candidate will bring strong analytical skills, excellent communication abilities, and a proven track record in managing high-performing teams in a dynamic support environment. Key Responsibilities People Management & Leadership - Lead, coach, and develop a team of support associates across multiple shifts, fostering a culture of accountability, collaboration, and continuous improvement. - Conduct regular performance reviews, set individual and team goals, and provide constructive feedback and career development support. - Manage staffing schedules, shift rotations, and resource allocation to ensure optimal coverage and workload balance. - Facilitate team meetings, training sessions, and knowledge-sharing forums to build operational excellence and cross-functional awareness. - Promote employee engagement and well-being through recognition, mentoring, and open communication. Operational Oversight - Supervise inbound/outbound communications, incident logging, and compliance documentation. - Monitor global events and ensure timely, accurate communications and updates to stakeholders. - Maintain and update operational procedures, contact rosters, and escalation matrices in alignment with ISO standards. - Oversee reporting on incident trends, system performance, and operational metrics, present insights to senior leadership. - Serve as the primary point of contact for escalations, procedural updates, and operational support across global teams. - Identify process gaps and lead initiatives to enhance efficiency, responsiveness, and data quality. Training & Documentation - Develop and implement Standard Operating Procedures (SOPs) for team operations. - Ensure all documentation is current, accurate, and compliant with internal and external standards. - Support onboarding and continuous learning for new and existing team members. Required Skills - Proven experience in team leadership and performance management. - Excellent verbal and written communication skills. - Outstanding customer service and interpersonal abilities. - High computer literacy and adaptability to new software and mobile applications. - Analytical mindset with strong decision-making capabilities. - Proficiency in Microsoft Office Suite. - Ability to manage sensitive situations with professionalism and urgency. - Strong planning, organizational, and documentation skills. - Experience in rotational shifts including night and evening. - Ability to work in a dynamic, multicultural, and remote-enabled environment Qualifications Required Qualifications - Bachelor's or Master's Degree in IT, Operations, or related field. - Minimum 10 years of relevant experience, including 3+ years in a supervisory or managerial role. Additional Details This job has a full time weekly schedule. Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations Agilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws. Travel Required: Occasional Shift: Evening Duration: No End Date Job Function: Administration