Operations Supervisor

Overview

Our client located in Melville is looking to hire an Operations Supervisor on a direct hire basis. This is a full time opportunity with 2 shifts available: 10am to 6pm and 4pm to midnight. Must be flexible with hours as this is a 24 hour operation. Some weekends and holidays required; you will schedule with the hiring manager upon hire. This position will be onsite.

Operations Supervisor “Manager on Duty”

The Operations Center team provides 24 hour coordination and execution of requests. In coordination with other departments, the Operations Supervisor/Manager on Duty ensures that the Operations Center team delivers efficient and timely completion of client requests while maintaining a strong focus on providing professional, courteous and friendly service to our valued customers.

The Operations Supervisor/Manager on Duty facilitates problem resolution associated with planning, scheduling, systems and applications. Ensures that the Operations team successfully resolves issues such as delays and changes arising from unforeseen circumstances. This position has supervisory responsibility for Operations Agents, Remote Agents, Client Onsite Agents, Client Service Specialists and other non-exempt team members within the Operations Center.

• Acts as “Manager on Duty” responsible for overall operational performance
• Tracks the status of the queues for all clients, noting any deviations from normal changes, reassignments and relocations.
• Manages work assignments for each shift based on the current business needs and contractual requirement of each client. Continuously monitors assignments and volume throughout the shift and reallocates resources as required.
• Monitors all system functionality to ensure proper performance. Identifies and implements escalation protocols to support teams and senior management for any unexpected system issues or outages.
• Maintains a chronological shift log for recording key data for daily events highlighting open items that require additional follow up.
• Resolves operational issues and evaluates overall impact of delays for accommodations and/or sold out locations based on client Service Level Agreement (SLA).
• Provides guidance to Operations Center personnel during regular and irregular operations (IROPs). Serves as lead subject matter expert advising Operations staff on a variety of operational issues.
• Focal point for contingency planning during operational disruptions.
• Ensures current, accurate information and procedures are utilized. Addresses operations work methods and problems. Ensures the team has up to date information to carry out the responsibilities of their positions.
• Supports organizational policies and senior leadership through productive analysis and constructive suggestions. Provides operational input for daily senior management briefings as required. Examines and recommends changes to improve the quality and efficiency of the daily operational plan and execution of the daily schedule plan.
• Reviews and recommends the most efficient hotel accommodation and/or transportation options to optimize use of resources to fulfil customer’s requirements. Reviews and recommends responses for issues which will require follow-up analysis.
• Coach and mentor Operations team members.
• Manage and maintain operational KPIs to include but not limited to: daily transaction time; average phone call answer rate, and response time goals.
• Maintain open communication with Operations Vertical Leads and VP of Client Delivery during shift on overall operational status, potential concerns and system functionality.
• Accept supervisory calls including customer problems and take appropriate action to resolve issues.

• Excellent client relationship building skills
• Strong problem solving and analytical skills
• Results driven
• Negotiation skills
• Able to multi task and work well under strict deadlines and fast paced environment
• Skilled at managing processes
• Ability to positively present the organization in customer facing situations
• Attention to detail and the ability to produce high quality work is a must
• Exceptional verbal and written communication skills
• Knowledge of…