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Operations Supervisor

Primary Location Dinuba, California Job ID R103177 Apply

Job Summary

Operations Supervisor is responsible for managing the Operations Specialists, WFM Analyst, and Receptionists on a day to day basis, as well as developing policies and procedures to help steer the team forward in accordance with the department and company goals and objectives. They are responsible for defining, training and managing all procedures related to the activities of the team.

Essential Functions

To perform this job successfully, an employee must be able to perform each essential function satisfactorily, with or without reasonable accommodation. To request a reasonable accommodation, notify Human Resources or the manager who oversees the position.

  • Collaborate with stakeholders across business units to understand goals and requirements

  • Evaluate process on a semiregular basis to ensure delivery of service within the agreed upon Service Level Agreement (Turn time, ASA, ETC.)

  • Ensure accurate output from team

  • Serve as subject matter expert and drive quantitative and qualitative market research to provide expert input

  • Act as primary contact with stakeholders to ensure alignment with department goals

People Management

  • Manages direct reports including the hiring, development, performance management, goal setting, and other managerial duties

  • Ensures direct reports are aware of and follow established business policies, practices, and Company’s Code of Conduct to create a supportive and productive working environment

Job Qualifications

Required Qualifications

  • Bachelor’s degree OR a combination of equivalent education and experience 

  • At least 3 years’ experience in Workforce Management or Billing Operations

  • Requires a consistent, positive attitude and respect for high quality standards

  • Proven problem - solving capabilities and skills

  • Ability to present ideas in business-friendly and user-friendly language

  • Requires the ability to make quick, sound judgments

  • Possesses strong verbal and written communication skills

  • Strong analytical and problem-solving abilities

  • Adept at handling multiple assignments in a timely manner and meeting assigned deadlines

Preferred Qualifications

  • Previous supervisory experience

  • Knowledge of Verint or other WFO solutions

  • Familiar with SAP CRM or PTS

Working Conditions

Physical Demands

  • Operating a computer or other office devices for the majority of the workday 

  • May occasionally need to move packages up to 10 pounds such as office supplies or equipment 

  • Must be able to communicate with others in person, over the phone, and in writing   

  • Must be able to understand and effectively exchange accurate information with others such as coworkers, customers and vendors  

  • Must be able to read and interpret various electronic and written documents 

Environmental Factors

This position is in an office environment in which team members occupy desks in assigned areas or at meeting/collaboration spaces within the building. The building’s primary work areas consist of desks, chairs, computers and other office equipment and devices for professional services.  

Travel and On-call



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