eastwood | Operations SupervisorMajorel (Formerly Arvato Bertelsmann)

Job Description
Position Summary:
Our client is a delivery management and optimization platform that helps restaurants increase sales and efficiency They build solutions for large and small restaurants to succeed in delivery.
The operations supervisor is responsible for supporting associates by handling consult, escalations, team supervision and other related duties to meet the programs KPI targets as stated in the SOW.
Overall Responsibilities:
. Oversee and supervise a team of associates.
. Attend required training session for new information and training updates.
. Acquire and transfer to the team the knowledge of all tools and associated workflow processes
. Assist in developing and streamlining procedures
. Coach, motivate, reward, counsel and assist with disciplinary actions as necessary
. Provide quality service to both internal and external customers - on and off-line.
. Assist associates with customer interaction on situations requiring special handling.
. Ensure open flow of communication between agents, supervisors and management.
. Ensure uniform understanding and adherence to policies, procedures and company programs.
. Supervise and monitor agent attendance, performance, and productivity
. Prepare and ensure accuracy of reports
. Ensure agents are continuously kept abreast of operational changes.
. Conduct employee briefings and meetings.
. Assure service level standards are met. . Monitor system performance and initiate actions to correct system problems.
. Conduct agent observation and provide feedback.
. Assist in the development and tracking of employee incentive programs.
. Ensure completion of departmental duties/task in the absence of subordinates/co-workers.
. Perform other duties as assigned