EASTWOOD | Operations Supervisor

Company Summary: We design, build and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 63,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-toback- office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real 'Majorel difference' lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It's the only way to deliver the total reliability and digital transformation necessary in our constantly changing world. 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, teamsupervision 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.Job Requirements:
• 1-year experience in a customer-facing role or technical support role.
• An assertive, builder and well-organized self-starter with demonstrated supervisory experience
• Experience with various CRM and data tools, Zendesk, Salesforce, Google Sheets, etc. preferredA proactive thinker with the ability to anticipate and identify customer needs and decisively solve problems
• A detail-oriented professional with exceptional written and verbal communication skills
• Ability Redirect and coach for improvement, and gauge user ability and modify delivery accordingly
• Demonstrate professional customer service skills: solutions mindset, helping nature, passion for customer service
• Demonstrate behaviors that support high quality standards
• Recognize trends and escalate information as appropriate
• Problem solving skills; linear and troubleshooting
• Demonstrate a strong customer service orientation and take responsibility to follow up with customers to ensure needs and expectations are satisfied
• Present information effectively and persuasively across various communication channels
• Problem solving to gather and analyze information and uses it to develop effective solutions, challenge status quo.
• College/Associates Degree or bachelor's degree in related field (preferred)

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