Role Summary
The Cleaning Operations Supervisor is responsible for managing residential cleaning operations, ensuring high service quality, developing cleaning staff, handling customer interactions, and maintaining operational records. The supervisor will lead a team of about 9-12 cleaning staff and serve as the primary point of contact between customers and the company.
The role requires a hands-on approach, with the supervisor accompanying teams to customer locations, monitoring service delivery, ensuring adherence to company standards, and building long-term customer relationships.
Key Responsibilities
1. Team Leadership and Staff Development
- Supervise and guide 9-12 cleaning staff.
- Recruit and maintain a team of 9-12 cleaning staff within 9 months of joining.
- Travel with cleaning teams to customer locations.
- Allocate work and explain customer requirements before service commencement.
- Provide on-the-job coaching and training.
- Monitor employee discipline, attendance, grooming, and punctuality.
- Recruit, onboard, and train cleaning staff.
2. Service Delivery Management
- Ensure cleaning services are delivered according to company standards and customer expectations.
- Verify that all assigned tasks are completed.
- Conduct final quality inspections before leaving customer premises.
- Ensure proper use of cleaning materials, equipment, uniforms, and safety procedures.
- Maintain consistency across all service engagements.
3. Customer Relationship Management
- Attend customer enquiries received through phone calls and WhatsApp.
- Understand customer requirements and recommend suitable service packages.
- Prepare and communicate quotations.
- Negotiate pricing within company-approved guidelines.
- Resolve customer concerns and complaints professionally.
- Build strong customer relationships to encourage repeat business and referrals.
4. Quality Assurance
- Ensure completion of service checklists for every job.
- Collect customer feedback after service completion.
- Monitor customer satisfaction levels.
- Identify recurring service issues and implement corrective actions.
- Maintain high standards of cleanliness, professionalism, and customer service.
5. Operational Planning and Coordination
- Plan daily work schedules and team assignments.
- Coordinate transportation and logistics for cleaning teams.
- Ensure required equipment and supplies are available before each assignment.
- Optimize staff deployment for efficient service delivery.
6. Reporting and Data Management
- Capture daily operational data in company systems.
- Maintain records of:
- Customer enquiries
- Quotations issued
- Services completed
- Staff attendance
- Customer feedback
- Complaints and resolutions
- Submit periodic operational reports to management.
Key Performance Indicators (KPIs)
The supervisor's performance may be measured on:
- Customer satisfaction ratings
- Number of customer complaints
- Service quality audit scores
- Staff retention and attendance
- Timely completion of services
- Growth of repeat customers
- Team recruitment targets
- Revenue generated from assigned territory
- Accuracy and timeliness of operational reporting
Required Skills
Experience
- Minimum 10-15 years of experience in cleaning, housekeeping, facility management, hospitality, or related service operations.
- Prior experience supervising cleaning teams is preferred.
- Age preference: 35 years and above.
Operational Skills
- Team supervision
- Residential cleaning operations
- Quality inspection and control
- Staff training and mentoring
Customer Management Skills
- Customer service
- Complaint handling
- Negotiation and sales skills
- Relationship management
Administrative Skills
- Record keeping
- Reporting
- Basic computer and smartphone proficiency
- WhatsApp and mobile application usage
Personal Attributes
- Leadership capability
- Strong work ethic
- Attention to detail
- Problem-solving ability
- Professional appearance and conduct
- Ability to work independently in field environments
Preferred Background
Candidates from the following sectors will be preferred:
- Housekeeping services
- Facility management companies
- Hotels and hospitality
- Residential maintenance services
- Cleaning and sanitation services
- Property management operations
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
- Cell phone reimbursement
- Life insurance
Work Location: In person
