Position: Operations Supervisor
Location: Farmers Branch, TX (on-site)
Reporting to: Director of Operations
Compensation: $55,000 per year
Compensation Type: Salary (Exempt)
Work Schedule: Mon - Fri / 8 am to 5 pm
Gather Resources is looking for an optimistic Operations Supervisor to work for their client in the Payment Processing Industry.
As the Operations Supervisor, you will be responsible for overseeing the day-to-day operations of the department and the ongoing training of personnel. You will also be responsible for ensuring the department achieves its performance targets while maintaining a well-organized and efficient operation that complies with PCI regulations.
Role & Responsibilities:
Manage team performance to include weekly scorecard reviews, annual performance reviews, addressing absenteeism, and adherence to scheduled shifts.
Maintain a system of activity reporting for departmental metrics.
Provide coaching/mentoring as needed to improve team skills and experience.
Provide necessary materials to staff to ensure high performance of their job duties.
Administer Performance Improvement Plans to employees for policy and procedure violations.
Proactively provide feedback and offer suggestions regarding process improvements and updates to increase efficiency and production capacity.
Participate in SCRUM meetings and weekly planning.
Review, prioritize, and delegate work queues, including managing phone queues during peak times and accepting escalations and takeover calls, when needed.
Establish and document policies, procedures, and internal controls regarding departmental processes.
Collaborate with the training associate to create and update manuals, reports, and documentation as needed.
Assist with the collection of data for audits.
Navigate CRM and front-end systems, including Global, Vital/TSYS, and Chase Paymentech
Conduct interviews with potential new hire candidates and provide feedback to management and recruiting.
Participate in any/all training and educational activities necessary to fulfill at least the minimum requirements specified in your department goals.
Skills, Attributes, & Experience:
High school diploma or equivalent and related work experience required
2+ years of experience in a supervisory or management role
Strong leadership and customer service skills with the ability to deescalate issues
Excellent written and verbal communication skills
Strong motivational and problem-solving skills
Efficient time management and organizational skills
Experience in an unpredictable and fast-paced environment
Ability to be decisive and detail-oriented and work effectively in a deadline-driven environment
Experience with Microsoft Office Suite (Excel, Word, Outlook, PowerPoint, and OneNote) required
Experience utilizing and navigating Windows applications required
10 key by touch 45 wpm
Perks & Benefits:
Health, Dental, Vision, Life Insurance
Short-Term/Long-Term Disability
Optional Health Savings Accounts
401(k) with company match
Generous paid time off and 12 company holidays