REEF transforms urban spaces into community hubs that create jobs and bring new goods, services and experiences to the neighborhood. With an ecosystem of 5,000 locations and a team that’s over 18,000 strong, REEF is the largest operator of parking real estate and delivery restaurants in North America. By connecting the world to your block, we’re making the place you live, the place you love to be.
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.
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.
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
Life and Disability
401K (US) or RRSP Contributions (Canada)
Paid Time Off (PTO)
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.