Supervisor - Services and Operational Support

  • 14268 South Maple Lane Court, Caufield, Oregon City, Oregon, United States, 97045
  • Shared Services
  • Full-Time

Supervisor – Services and Operational Support
Full-time, Work-from-Home

Working Hours:Wednesday - Sunday or Thursday - Monday

Location: Remote / Work from Home

 

 Who You’ll Work For

REEF’s mission is to connect the world to your block. We transform underutilized urban spaces into neighborhood hubs that connect people to locally curated goods, services, and experiences. With an ecosystem of 4,500 locations and a team of 15,000 people, REEF is the largest operator of mobility, logistics hubs, and neighborhood kitchens in North America. Together we are leveraging the power of proximity to keep our communities moving forward in a sustainable and thoughtful way.

What You’ll Do

Direct Supervisor for a team of approximately 12-20 employees who handle high-volume transactions related to various lines of business. This is a 24x7x365 support center. 

Supervision

  • Responsibility for all areas of staff employment, development, and performance.
  • Ensuring agents understand and comply with all objectives, performance standards, and policies.
  • Responsible for training, performance management, quality assurance and coaching; as well as all administrative tasks associated with employment including system access forms, time-off requests, notes to file and disciplinary action, etc.

Service Levels

  • Comprehensive understanding of our KPIs and SLAs including handle time, internal client satisfaction, and business line relatable targets.
  • Always ensure schedule adherence for optimized staffing levels. If necessary, jump in to handle transactions.
  • Use of software Five9, ServiceNow and Microsoft Office for real-time and historical reports.

Coaching & Mentoring

  • An integral and critical part of the Supervisor role. Formalized, ongoing and open dialogue can help ensure the success of Services and Operational Support staff.  Supervisors should expect to dedicate approximately 25% of every workday to coaching.

Administration and HR

  • Use REEF HR and Workforce Optimization systems including Workforce, Paycom and Verint.
  • Ensure completion of System Request Forms, Timesheets, Hourly EE forms, updates, etc. on or before deadline.
  • Manage attendance including timekeeping, schedule adherence, etc. and action as required.
  • Process time off requests within 1 business day of submission
  • Conduct disciplinary action as required under the guidance of HR & Management.

What We Want From You

  • Strong leadership skills. A passion for creating employee success through thoughtful and structured coaching & mentoring.  Positive, respectful, and enthusiastic.
  • Exemplary time management skills: The ability to balance unplanned tasks and duties while consistently and successfully meeting regular, ongoing responsibilities as well as ad-hoc. 
  • Strong prioritization skills: Excellent skill in prioritizing tasks and responsibilities in a fast-paced and rapidly evolving environment.  Ability to meet ongoing responsibilities even while shifting priorities as new information or situations arise.
  • System & process expertise: A commitment to ongoing learning to become an “Expert” on systems & processes used in our department.  Strong working knowledge of MS Office applications.
  • Excellent problem solver: Enjoys applying system and process expertise to get to the root of a problem and apply a solution.  Ability to apply solutions to ‘big picture.’
  • Strong attention to detail & focus on accuracy
  • Exceptional interpersonal skills, both orally and in writing. Excellent literacy.
  • Proven Leadership abilities – minimum 1 year
  • Project experience – minimum 2 years

What We’ll Provide

  • Medical
  • Dental
  • Vision
  • Life and Disability
  • 401K (US) or RRSP Contributions (Canada)
  • Paid Time Off (PTO)

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • Frequently operate small office equipment such as a computer, tablet, and copier/printer, telephone.
  • Work is permanently performed remotely.

WORKING CONDITIONS: 
Work is performed indoors for extended periods of time including up to the entire duration of shift.

REEF Technology is an equal opportunity employer, and we value diversity at our company. REEF does not discriminate on the basis of race, religion, color, sex, national origin, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or disability status. REEF complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.