Supervisor Fulfillment Analytics Jobs

About the Position

At Thryv, we are a team that lives by teamwork. However, it’s not the work that drives us, it’s the respect, trust, and care for each other that defines us as a team. We’re a diverse community of trendsetters who do our best work in a fun, relaxed environment. Technology never stops evolving and neither do we. We’re always looking for the best and brightest team players to join us.

This role is responsible for managing fulfillment call quality activities by providing support and guidance to the team while ensuring the successful and on time delivery of fulfillment.

Responsibilities

· Monitors, tracks, and audits performance on fulfillment activities and/or processes in numerous functions to identify and address improvement opportunities. Communicates strategic direction and develops strategies to manage fulfillment.

· Develops, mentors, and leads direct reports for success in day-to-day activities. Provides ongoing feedback and coaching on performance, including administering regularly scheduled reviews. Provides onboarding, training, and support. Administers timecard process. Handles performance improvement plans, as needed.

· Compiles and distributes reports, monitor production schedules to ensure all SLA's are met. Performs quality audits to ensure digital processes and products are meeting accuracy targets.

· Interprets data, analyze results using statistical techniques and provide ongoing reports to leadership. Analyzes trends and provide feedback to leadership by presenting pertinent data in a professional and concise manner. Thoroughly investigates issues identifying root causes and collaborate with business partners to work toward resolution in a timely manner.

· Manages vendor calls. Supports Control Office and quality teams, both onshore and offshore.

· May coordinate and/or lead various projects required by the business. Provides back up for management team as needed.

Who We’re Looking For

· Strong industry knowledge with the understanding of related processes and best practices with the ability to handle complex escalations requiring specialized knowledge.

· Leadership skills with the ability to develop and mentor others.

· Strong interpersonal and communication skills, both written and verbal, with the ability to effectively collaborate across the organization.

· Time management and organizational skills with the ability to multi-task and prioritize competing deadlines through planning and providing follow up.

· Analytical thinking and problem-solving skills with the ability to interpret data, summarize findings for leadership, troubleshoot, and utilize related tools such as Microsoft Excel, SQL, etc.

· 5+ years of related experience, required.

· 7+ years of related experience, preferred.

· Strong industry knowledge with the understanding of related processes and best practices with the ability to handle complex escalations requiring specialized knowledge.

· Leadership skills with the ability to develop and mentor others.

· Strong interpersonal and communication skills, both written and verbal, with the ability to effectively collaborate across the organization.

· Time management and organizational skills with the ability to multi-task and prioritize competing deadlines through planning and providing follow up.

· Analytical thinking and problem-solving skills with the ability to interpret data, summarize findings for leadership, troubleshoot, and utilize related tools such as Microsoft Excel, SQL, etc.

· Ability to travel less than 5% of the time.

· Must be 18 years of age or older.

· Must successfully complete pre-employment screening process, as required.

· Must successfully complete any required training or orientation courses, as needed.

What We Offer

Life requires balance. So we provide benefits around health and wellness, continued education, and work/life balance to help you live your best life when you’re working…and when you’re not.

· Medical, dental, and vision plans, plus a wellness program with added incentives

· 401(k) savings plan with company match and employee stock purchase plan

· Continuing education benefits with tuition assistance programs

· Paid time off including holidays, vacation, sick, personal, and winter close

Who We Are

At Thryv, we’re a team fiercely devoted to the success of local businesses. We’ve been around for over 100 years, always with one goal in mind — helping small businesses compete, win and succeed. We provide the technology, software and local business automation tools small business owners need to better manage their time, communicate with clients, and get paid, so they can take control of their business and be more successful.

We support businesses across the U.S. and we have team members all around the country (even internationally). In fact, we’re a work-from-anywhere company, because that’s how we get work done.

Culture is vital at Thryv because it shapes our identity and, therefore, our measurements for growth. We have an identified set of values that hold all of us accountable paving the way for our company success and our legacy. All of this helps us deliver results for our clients and creates success for our employees. At Thryv, making a positive impact within our team and in our local community is the reason we get out of bed every morning.

Find out more at corporate.thryv.com/careers/

Belonging at Thryv

We believe in a work environment where all individuals are treated fairly and respectfully, have equal access to opportunities and resources, and can contribute fully to the organization’s success. We want our employees to feel a part of something big and we encourage the sharing of ideas and collaboration across the organization.

We strive to ensure our work environment reflects diversity, fairness and meritocracy. We believe all employees should have the opportunity to perform effectively in their position. We value every employee and the authenticity they bring to their role and to the organization. As a result, our employee policies and internal practices focus on ability and merit as the standards for success.

Requisition Detail and Process

This information indicates the general nature and level of work performed by employees in this job. It is not designed to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons.

The final job level offered may vary based on the applicant’s competencies and qualifications such as experience and education, and other job-related reasons.

Our Commitment to Equal Opportunity

Thryv is proud to provide equal employment opportunities to all employees and applicants, without regard to gender, color, race, religion, sexual orientation, national origin, citizenship, age, disability, veteran status, pregnancy, genetic information, or any characteristic protected by law. Thryv is committed to provide equal employment opportunities throughout the employment relationship including recruitment, hiring, discharge, compensation, benefits, discipline, development, and advancement or other aspects of employment.