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Supervisor, Field Operations

Customer Experience
2100275 Requisition #
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The Field Operations Supervisor serves the Field Operations team in a supervisory capacity role by acting as the initial point of contact for escalations and/or inquiries, building, implementing and delivering training content around key initiatives, and ensuring workload balance through a case management system and Time & Attendance approvals. Additionally, the Field Operations Supervisor manages both short- and long-term projects, sets and communicates team goals, and functions as a liaison between Field Operations and various internal departments, including Sales, Legal, Workers’ Compensation Management, Tax and the Benefits Management Group. This position also performs analytics and creates reports via Salesforce.com and provides back-up support to the Director, Field Operations as needed. The Supervisor Field Operations is viewed as the subject matter expert in each facet of the sales process and is considered the first point of escalation in resolving complex customer and systems issues.

•    Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning
•    Manage and increase the effectiveness and efficiency of Field Operations Team, through improvements to each function as well as coordination and communication between support and business functions
•    Play a significant role in long-term planning, including an initiative geared toward operational excellence
•    Supervise the daily activities of Field Operations Specialists to achieve team objectives
•    Payroll Management (time accrual approvals)
•    Maintain a strong knowledge of practices and policies required to lead a team
•    Participate in consistent dialogue with the Director Field Operations to take necessary actions to drive optimum team performance through positive reinforcement and behavior management
•    Assist with training and development of team members
•    Resolve and/or escalate issues with a sense of urgency
•    Provide ongoing process and system improvement recommendations and enhancements
•    Create and execute project plans
•    Facilitate regular meetings with project teams; report regularly on individual and team project milestones and status via well-organized presentations
•    Manage new client on-boarding process
•    Perform sales system troubleshooting and testing for system enhancements

•    Bachelor’s degree desired; or equivalent education and/or related work experience.

Training Requirements (licenses, programs, or certificates): 
•    PMP preferred

•    2-3 years of related business process or sales support experience
•    Previous experience with Salesforce.com required
•    Previous experience with drafting contracts and managing contract generation and audit required
•    Previous supervisory experience preferred
•    General project management experience preferred 

Other Knowledge, Skills and Abilities: 
•    Strong user knowledge of internal systems and processes to include product offering, benefits and risk compliance, payroll and service operations
•    Knowledge of basic management principles and the capability of establishing and maintaining professional relationships with internal and external departments
•    Knowledge of key performance indicators and how they impact the business is required
•    Ability to adapt quickly to revise project plans as needed for changing business needs and requirements
•    Strong organizational and time management skills with ability to manage multiple competing priorities in a high volume work environment
•    Strong verbal and written communication skills
•    Ability to effectively interact with multiple internal departments
•    Ability to read and interpret documents such as process policies and contracts
•    Ability to oversee highly procedural-oriented processes to being able to analyze and resolve complex customer and system issues
•    Highly proficient in Microsoft Office Suite 

WORK ENVIRONMENT/OTHER INFORMATION (Travel required, physical requirements, on-call schedules, etc.)
•    Approximately 10% travel
•    Work in clean, pleasant, and comfortable office setting
•    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


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