Operations Supervisor

About Relay

Relay Human Cloud is a leading global staffing organization that specializes in connecting talented individuals with opportunities around the world. Our mission is to empower individuals and companies by providing top-notch staffing solutions.

Responsibilities:

• Supervise a team of 30-50 resources. Coaches and develops team in all areas of performance including, but not limited to quality, quantity, productivity, and attendance.
• Coaches staff to improve business factors such as customer service levels, sales performance, interaction quality.
• Works with leadership teams to identify problems and improve client experience.
• Communicates company and unit policy, procedures, and practices either orally or in writing to staff, customers, other departments, and/or senior leadership.
• Manages employee issues regarding attendance, performance, conduct, and delivers initial corrective action as needed.
• Responsible for communicating policy updates and company information through team meetings, pre-shift briefings and one-on-one development sessions.
• Handles all employee related tasks such as coding absences/sick leaves/PTOs, payrolls closing, etc.
• Responsible of maintaining an avid and fluent client communication.

Requirements:

• Fluent in verbal and written English.
• Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.
• At least 3 years of supervisory experience.
• Ability to work effectively in a team oriented, high demand and fast paced environment.
• Ability to maintain a high level of confidentiality and work with highly sensitive data and information.
• Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.
• Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
• Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.
• Familiarity with a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.
• Demonstrated leadership skills to effectively develop and lead a high performing team and support less experienced employees with on-the-job training, technical troubleshooting and problem resolution and handling difficult customer situations in a proactive and positive manner.
• Effective problem-solving skills used to identify and resolve day-to-day operation and employee relations problems.
• Demonstrated coaching and counseling skills used to effectively develop high performing employees; influence and change individual behavior and assist employees achieve a high level of success and productiveness.
• Knows the business and the mission-critical technical and functional skills needed to do the job; understands various types of business propositions and understands how businesses operate in general; learns new methods and technologies easily.
• Takes on all issues, challenges, and people; comfortably confronts and works through conflict; delivers negative feedback and messages without hesitation deals promptly and fairly with problem performers; lets everyone know where they stand; thrives in crises and is energized by tough challenges; not afraid to make negative decisions and take touch actions; challenges the status quo.

Specifications

Attitude/ Behavioral Competencies

Cardinal:

• Flexibility & Adaptability
• Initiative
• Perseverance in achieving goals
• Time management

Supervisory Specific:

• Leadership
• People management
• Problem Solving
• Decision making
• Teamwork
• Communication

Area Specific:

• Attention to detail
• Customer Focus
• Regulations and Compliance
• Integrity & Ethics
• Performance management

Skills/ Functional Competencies

• Product Knowledge
• Data processing
• KPI handling
• Train and Supervision

Knowledge (Qualifications and Experience)

• Qualification(s): High School diploma or equivalent related experience
• Experience: Service/engagement center experience. Two years supervisory experience, preferred.