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Operations Supervisor
1 week ago
Adelante Development Center Albuquerque, United States Full timeJob Details · Description · General Description of Duties: The primary responsibility of this position is to assist the Operations Manager in all contract work assigned including maintaining quality standards, meeting deadlines and supervision of all assigned staff and all asso ...
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Operations Supervisor
5 days ago
Adelante Albuquerque, United StatesGeneral Description of Duties: The primary responsibility of this position is to assist the Operations Manager in all contract work assigned including maintaining quality standards, meeting deadlines and supervision of all assigned staff and all associated administrative paperwor ...
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Supervisor, Freight Operations
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XPO Logistics Albuquerque, United StatesLead and supervise all aspects of freight operations, including inbound/outbound processing, loading, unloading, and processing of customer shipments. Develop and implement strategic work procedures to meet the evolving demands of the department. Eva Operations, Freight, Operatio ...
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Operations and Events Supervisor
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City of Albuquerque New Mexico Albuquerque, United StatesPlan, direct, manage and oversee the activities of the Operations Division which includes security, technical crews and maintenance; coordinate assigned activities with other divisions, departments and outside agencies and provide highly responsible Operations, Supervisor, Museum ...
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Supervisor Clerical Operations
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Presbyterian Healthcare Services Albuquerque, United StatesEnsures accuracy of registration to ensure accurate Medical Records generation. Ensures predicable high quality front office patient experience in assigned clinics. Ensures excellence in customer service approach by all clerical staff. Ensures adequa Operations, Clerical, Practic ...
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Supervisor, LM Operations
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RXO Albuquerque, United StatesAccelerate your career at RXO. · RXO is a leading provider of transportation solutions. With cutting-edge technology at the center, we're revolutionizing the industry with our massive network and commitment to finding solutions for every challenge. We create more efficient ways ...
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Supervisor, LM Operations
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RXO, Inc. Albuquerque, United StatesPress Tab to Move to Skip to Content Link · Select how often (in days) to receive an alert: · Select how often (in days) to receive an alert: · RXO is a leading provider of transportation solutions. With cutting-edge technology at the center, we're revolutionizing the industry wi ...
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Supervisor, LM Operations
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RXO Inc. Albuquerque, United StatesAccelerate your career at RXO. · RXO is a leading provider of transportation solutions. With cutting-edge technology at the center, we're revolutionizing the industry with our massive network and commitment to finding solutions for every challenge. We create more efficient ways ...
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Supervisor, Welding Operations
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Kairos Power Albuquerque, United StatesCompany OverviewKairos Power is a new nuclear energy technology and engineering company whose mission is to enable the world's transition to clean energy, with the ultimate goal to dramatically improve people's quality of life while protecting the environment. This goal will be a ...
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Remote Pilot Operator Supervisor at ZAB
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SAIC Albuquerque, United States Full timeDescription · PLEASE NOTE: This is NOT a UAS, UAV, RPV, or DRONE pilot position. · We are looking for an experienced, Full-time, Remote Pilot Operator (RPO) Supervisor to join the SAIC Controller Training Solutions (CTS) team at the Albuquerque ARTCC (ZAB) in Albuquerque, NM, su ...
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Operations Supervisor
3 weeks ago
Adelante Albuquerque, United States$1250 Hiring BonusAt Adelante - We are a diverse group of people with a focus on customer satisfaction, and enjoying what we do. We have friendly work environment, where employees are recognized for the work that they do. Add to that, friendly employees, casual dress, are some of ...
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Operations Supervisor
3 weeks ago
Adelante Albuquerque, United States$1250 Hiring Bonus · At Adelante - We are a diverse group of people with a focus on customer satisfaction, and enjoying what we do. We have friendly work environment, where employees are recognized for the work that they do. Add to that, friendly employees, casual dress, are som ...
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Contact Center Operations Supervisor
3 weeks ago
UNITY BPO INC Albuquerque, United StatesJob Description · Job DescriptionDescription:Shifts may range from 5am to 10pm · The Operations Supervisor will lead a team of on-site and/or Tier 1 and Sr. Analysts in the daily operations in an IT Healthcare Call Center Environment. They are responsible for coordinating the da ...
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Contact Center Operations Supervisor
3 weeks ago
UnityBPO Albuquerque, United StatesApply · Job Type · Full-time · Description · Shifts may range from 5am to 10pm · The Operations Supervisor will lead a team of on-site and/or Tier 1 and Sr. Analysts in the daily operations in an IT Healthcare Call Center Environment. They are responsible for coordinating the da ...
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City of Albuquerque, NM Albuquerque, United StatesSalary : $44, $48,339.20 AnnuallyLocation : Albuquerque, NMJob Type: Full TimeJob Number: Department: Municipal DevelopmentDivision: MD-ParkingOpening Date: 05/28/2024Closing Date: 6/11/2024 11:59 PM MountainBargaining Unit: MPPosition Summary Supervise, plan and coordinate the p ...
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City of Albuquerque, NM Albuquerque, United StatesSalary : $44, $48,339.20 Annually · Location : Albuquerque, NM · Job Type: Full Time · Job Number: · Department: Municipal Development · Division: MD-Parking · Opening Date: 05/28/2024 · Closing Date: 6/11/2024 11:59 PM Mountain · Bargaining Unit: MP · Position Summary · ...
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ODORZX INC. Albuquerque, United States PermanentWe are currently seeking an Operations Supervisor to become an integral part of our team You will be on your feet all day in a fast pace, outdoor setting running point on different objectives daily. You will be in charge of a diverse team with multiple tasks at hand. Interpersona ...
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Supervisor Clerical Operations
2 weeks ago
Presbyterian Healthcare Services Albuquerque, United StatesOverview · Now hiring a Supervisor Clerical Operations · Schedules, assigns and supervises the work of the clerical PMG staff. Acts as a resource person to other supervisors in the department. · How you belong matters here. · We value our employees' differences and find strength ...
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Supervisor - Pipeline Operations
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Energy Transfer Equity Albuquerque, United StatesAre you interested in joining our team? Chat with our digital assistant to learn more about our company and apply right from your mobile device · Text ETP to 25000 to get started · or apply through this web posting if you prefer. · We value all of our employees who make our grow ...
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Supervisor, Welding Operations
2 weeks ago
Kairos Power Albuquerque, United StatesCompany Overview · Kairos Power is a new nuclear energy technology and engineering company whose mission is to enable the world's transition to clean energy, with the ultimate goal to dramatically improve people's quality of life while protecting the environment. This goal will ...
Contact Center Operations Supervisor - Albuquerque, United States - UnityBPO
Description
Job Type Full-timeDescriptionShifts may range from 5am to 10pmThe Operations Supervisor will lead a team of on-site and/or Tier 1 and Sr.
They are responsible for coordinating the daily, tactical activities of their team for the purpose of meeting client Service Level Agreements (SLA).
The Operations Supervisor proactively seeks ways to improve team performance by appropriately managing resources for the purpose of providing an outstanding service experience, with efficient and accurate resolutions.
The Operations Supervisor is expected to coach, motivate, and inspire their team of analysts to achieve and exceed performance results.
The Operations Supervisor must demonstrate strong interpersonal skills, time management and multi-tasking skills. Supervisors strive to develop the individuals of their team to reach personal career and organizational goals. Operations Supervisors are responsible for building effective working relationships, making sound decisions, initiating action, and achieving results.Requirements Interact with clients daily POC on issues/ complaints.
Responsible to know all client environments to assist with escalations and must be prepared and knowledgeable to assist in take calls when needed.
Responsible for overseeing and managing MI's process and analyst compliance and to follow process (banners, client alerts).Participate in the Unity ITAOC on-call expectation and process.
Report any operational issues such as high volume, client outages, staffing call-outs to manager, and Unity VP Operations.Perform monthly 1:1 with each agent and document in Paylocity.
Provide input to managers for MBR and QBR and Provide inputs to managers on SOW changes, issues, etc.
Manage and correct call-outs with agents. Enter call-outs in PureCloud. Manage agent PTO schedules /requests. Enter PTO in PureCloud.
May be required to use personal, independent judgment and discretion in matters directly impacting agents' employment status.
Manage agent daily schedule adherence using PureCloud dashboard.
Manage agent queue adherence and "Busy" time and exceptions in PureCloud.
Reviews, approves, and maintains Paylocity time entry and leave requests for team members.
Manage agent queue adherence and "Busy" time and exceptions in PureCloud.
Provide input to managers for MBR and QBR and Provide inputs to managers on SOW changes, issues, etc.
Manage New Agent Training Hours and Annual Agent Training HoursResponsible to know environment to assist with escalations.
Engage in Agent Job Satisfaction, career growth, professional behaviors.
Understand agent scheduling, collaborate with WFM regarding schedule changes and requirements.
Enforce and manage schedules on a daily basis, to ensure schedule adherence.
Regularly communicate with analysts to understand needs and what inspires them and how you can assist them to drive team performance.
Monitor employee behaviors including but not limited to schedule adherence, attendance, call conduct, overtime use.Write and deliver employee corrective actions in partnership with human resources.
Provide meaningful career and professional development for assigned analysts; Supervisor should develop analysts, including review and observation of expected behaviors and outcomes, actively engaging in day-to-day activities on the production floor/chat and being a trusted resource for analysts through in-the-game coaching.
Coordinates with other supervisors or managers as necessary to resolve issues. Regularly communicates with other supervisors and fosters a collaborative team environment.Able to carry out responsibilities with little or no supervision.
Also responsible for other Duties/Projects as assigned by manager as needed.
Requirements and Preferences:
Ability to work "in office" as needed or necessary.
Ability to meet scorecard metrics.
(TBD)Minimum High School diploma or equivalent, associate or bachelor's degree a plus.2-4 years prior call center or customer service-related experience, Unity experience preferred.
3 years' experience in ITMinimum 1 year of supervisory or leadership experienceWorking knowledge of Electronic Health Record platformsComputer Skills:Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred or similar application platform)Ability to work in a shared services multi-client, 24x7 environment.
Good HR understanding with the ability to manage, correct, and coach agents.Technical and client depth of knowledge to resolve more complex incidents/SRs.
TEAMS, ServiceNow and PureCloud expertiseITSM process foundational expertise.
Knowledge in more than 1 Unity contract /service line.
DisclaimerThe preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification/job function.
It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.
The preceding job description does not alter the "at will" status and therefore does not constitute a contract of employment, expressed or implied between any employee and UnityBPO.We are an equal opportunity employer.
All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
Salary Description Exempt $48-$58K DOE
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