Operations Center Supervisor

About the role

Floward, an online flowers and gifting company operating in 36 cities across the MENA region and the UK, is hiring an Operations Center Supervisor in Oman. The supervisor oversees the daily activities of the Operations Center, ensuring timely and accurate order processing, dispatching and delivery, and supervises a team of officers and specialists. The role is the first escalation point for issues and aims to keep operational SLAs met.

Key responsibilities

• Oversee the order lifecycle, monitor real-time dashboards and SLA metrics, and coordinate with logistics partners, warehouses and customer care teams.
• Lead, coach and schedule a team of operations officers and specialists, giving on-floor guidance and feedback.
• Act as first escalation point for delays, delivery issues or service failures, working with Customer Care, Supply Chain and Technology teams, and document recurring issues for improvement.
• Enforce SOPs and quality standards, identify efficiency improvements, and support the rollout of new systems and tools.
• Prepare daily and weekly performance reports on KPIs, SLA adherence and risks, and communicate escalations to the Lead Country Operations.

Required profile

• Bachelor's degree in Business Administration, Operations Management, Supply Chain or a related field.
• 5-7 years of experience in operations, fulfillment or logistics, preferably in e-commerce or retail.
• At least 2 years in a supervisory role managing frontline or back-office staff.
• Experience with ERP/WMS platforms, SLA-driven environments and real-time monitoring tools.
• Strong leadership, communication and problem-solving skills, able to handle pressure and escalations.