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Operations Supervisor

3 months ago

Tallahassee, Florida, United States Alight Full time

Your candidacy is currently being considered for a requisition for Strada. As you may be aware, Alight has divested its Payroll & Professional Services business to Strada. This position is aligned to the new Payroll & Professional Services owned by Strada.

Summary:

The position of Operations Supervisor is an important role in our Human Resources Outsourcing (HRO) Service Center. The Operations Supervisor is responsible for supporting, coaching, development and supervising a team of employees.

As Operations Supervisor, you will:

  • Monitor, identify and resolve employee performance/behavior/attendance issues using proper tools and processes in accordance with Alight HR policies and procedures.
  • Monitor, authorize, and resolve personnel timesheet and/or payroll issues utilizing Optimum and OneHR service center.
  • Using the current telephony system and tools, provide real-time queue management.
  • People management, including but not limited to performance reviews, appraisals, one-on-ones, coaching etc to signed team
  • Reviews compliance documents as required.
  • Responsible for staffing the team, which includes hiring and firing.
  • Reviews operations statistics daily and provides constructive feedback to staff as needed.
  • Responsible for delivering and meeting contractual KPIs.
  • SME of assigned team details
  • Under the supervision of the Operations Manager, modifies operations as needed to meet service level agreements (SLAs).
  • Facilitate and/or ensure training needs of direct reports are met.
  • Complete all client-related training and/or tasks.
  • Assist in resolution of escalated customer issues, as needed.
  • May participate in client calls/interface when a Service Center issue arises or needs to be discussed.
  • Ensures effective communication with team on all processes and/or client changes timely via regular team meetings.
  • Responsible for service center operations Monday through Friday may include weekends, and outside the regular operating cycle. Supervisor must be flexible on availability, subject to change with little to no advance notice.

Required Experience:

  • Call center operations experience
  • People Management experience
  • Customer Care Desktop tools
  • Proficiency in CC tools usage (Navigator, Callflows/guides, knowledge base)
  • Computer Knowledge (Excel is required)
  • Systems, Internet and Telephony Environment
  • Customer Care Principles
  • Regulatory and legislative knowledge
  • Deep problem-solving skills
  • Excellent communication skills
  • Service center operations and ongoing delivery expertise
  • System capabilities and telecommunications functionality expertise

Education:

  • Bachelor's degree or equivalent years of industry experience.

Flexible Working
So that you can be your best at work and home, we consider flexible working arrangements wherever possible.

Benefits
We offer programs and plans for a healthy mind, body, wallet and life because it's important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.

Our commitment to Diversity and Inclusion
We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

We welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement
We are an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

We provide reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Salary Pay Range

Minimum :

44,600 USD

Maximum :

70,800 USD

Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate's experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit:


DISCLAIMER:


Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer.