Operations Supervisor

SUMMARY:
The Team Leader is responsible for leading and motivating assigned team members of the Department. The Team Leader coordinates workflow to achieve optimum quality and efficiency, coaches team members to improve performance, oversees staff administration needs of the assigned team, while ensuring customer expectations are understood and met through ongoing communication with the client and internal partners. The Team Leader also drives overall Business Process Improvement through participation and leadership in key projects and initiatives.

PRIMARY FUNCTIONS AND ESSENTIAL RESPONSIBILITIES:
• Accountable for the day to day operational effectiveness of multiple processes and non-exempt level roles, within assigned vertical team
• Act as a subject matter expert (SME) and “go-to” technical and systems resource for team members, clients and other departments.
• Communicates goals and manages workload through daily huddles and whiteboard numbers.
• Works with employees to improve performance, provides ongoing feedback, and develops plans with employees to identify career development opportunities.
• Recognizes and celebrates department and individual accomplishments.
• Identifies opportunities for process improvements, and recommends changes as appropriate. Participates in BPI projects, implements and executes opportunities. 
• Perform weekly audits and QA on team’s performance and work
• Partners with Human Resources regarding some aspects of staffing, evaluating performance and staff development. Other responsibilities include, timekeeping, and leave requests.
• Regarded as second level escalation point for complex client issues.
• Participates in client calls supporting Client Rep
• Responsible for team performance and client engagement as it relates to ENGIE Impact's day-to-day interaction with a set of contractually unique clients and their book of business
• Foster and support a culture of teamwork to build employee commitment and enthusiasm for the success of the team and our business.
• Collaborates with Training to determine the needs of the team and employees to ensure levels of quality are being met.
• Build relationships with peers to develop cross functional knowledge base and share best practices.
• Partners with other departments to improve client and employee experience. 
• Partners with other Team Leaders in support of continuous improvement and implementing strategic decisions made by senior leadership
• Responsible for maintaining and managing assigned employee engagement budgets.
• Perform other duties as assigned.

QUALIFICATIONS
Education/Certification/Knowledge:

• Requires a high school diploma or its equivalent.
• BA degree preferred or equivalent work experience

Experience:

• Minimum 2 years of leadership experience within a team or organization required.
• 2-3 years supervisory experience preferred.

Skills/Abilities:
• Critical thinking and problem-solving skills.
• Must be detailed oriented and have the ability to organize and prioritize multiple tasks and workflow. Excellent time management and organizational skills.
• Must have strong computer skills, including intermediate level aptitude in Word, Excel, Access, Outlook, and Internet and several customized systems 
• Excellent communication (written and oral) and interpersonal skills.
• Ability to manage expectations with employees and clients.
• Demonstrates the ability to voice concerns with management and executives.
• Must demonstrate strong leadership principles.
• Ability to adapt to and lead change. 
• Strong understanding of operations and processes.

WORK SET-UP

• On-site (Mabalacat, Pampanga)
• Nightshift

WORK ENVIRONMENT
• Due to the unique nature of this position, earlier and later hours may be required to ensure client coverage, event participation and employee needs are met. 
• Performing duties and attending events during the evening and on the weekend occurs rarely but may be required
• Incumbent may be exposed to frequent noise caused by telephones, office machines, and nearby oral communications among fellow employees

REQUIRED PHYSICAL ABILITIES
• Ability to bend, stoop, reach, stand, move from one area of the building to another on a regular basis, sit and use a computer for a long period of time
• Manual and physical dexterity needed to operate a computer keyboard and handle paper documents
• Sufficient near vision acuity to read information appearing on computer display screen, in handwritten forms, and printed on paper
• Adequate hearing and verbal abilities to communicate effectively in person and by telephone
• Ability to lift and carry a stack of forms and documents weighing up to 15 pound