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Service Delivery Supervisor Jobs

Company

OneSource Virtual
Address , Remote
Employment type FULL_TIME
Salary
Expires 2023-07-18
Posted at 11 months ago
Job Description
OneSource Virtual (OSV) is the Workday partner that has helped more than 1,300 companies with everything from deployment to maintenance to payroll and more—all to make the day more doable. Founded in 2008, OSV pioneered Business Process as a Service (BPaaS) and has become the leading provider of automated solutions for organizations of all sizes using Workday, delivering services with unparalleled choices, unwavering commitment, and uncompromising care. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. OneSource Virtual: let’s make the day more doable. Find your company’s solution at
www.onesourcevirtual.com
.
Position Summary/Objective
This position supports the Employee Services Team and utilizes Workday, Zendesk, NICE InContact and Salesforce technologies. This position may be responsible for managing schedules, performance and workload balancing for Specialists across multiple locations supporting the assigned customer team.
Essential Functions/Duties/Responsibilities
  • Manage performance reviews and time off for direct reports
  • Communicate with other Team Service Delivery Supervisors to achieve consistency of process and execution
  • Assist with other customer teams as needed during peak times
  • Manage call and case queues for all contractual SLAs and performance KPIs to include reply time, agent availability and skilling, resolution, handle times for assigned customer team agents
  • Taking calls and cases as needed during peak times
  • Assumes other duties as assigned by Manager
  • Effective communication skills via telephone, email and in-person
  • Must safeguard sensitive information and uphold all security standards
  • Identify and document areas of improvement or innovation through process change or automation
  • Form strong partnerships with Team Manager, Team Account Manager, and Team Specialists, and organizations supporting service delivery (IT, Payroll, AMS, etc.)
  • Handle tier 1 escalations within assigned customer team
  • Utilize tools to drive agent availability, reduced handle times, increased First Contact Resolution, and to keep contractual SLAs within acceptable range
  • Reporting of service delivery issues to leadership team
  • Oversee workload balancing for Employee Services Specialists within assigned customer team
  • Meets or exceeds all performance standards
Competencies
  • Analytical skills; strong research and follow up skills
  • Must value and promote team spirit, have outstanding interpersonal skill set; exhibit professionalism within the workplace
  • Detail-oriented
  • Work with tight deadlines
  • Strong written and verbal skills
  • Flexible in changing environment
  • Must be willing to adapt and display positive attitude
  • Ability to work independently and as part of a team
  • Ability to multi-task
  • Must be able to cope in fast-paced, demanding environment and manage sensitive, confidential issues.
Supervisory Responsibility
This role does have supervisory responsibility
Qualifications and Experience
  • Proficient PC Skills (Microsoft Office, Outlook, HRIS, etc…)
  • Must have ability to manage to contact center Service Level Agreements and display mastery of contact center management tools
  • HS Diploma required
  • 2-4 years of customer service or related experience and/or training.
  • Maintain punctuality and adherence to set schedule with extra hours as needed
Preferred Experience
  • Bachelors degree
  • At least 1 year leadership experience preferred.
#LI-REMOTE
You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.