Hospitality/Office Services Supervisor - Mon-Fri - 7:30am-4:30 pm

Pay

$68,640 - $70,000/salary

Benefits

• Various health insurance options & wellness plans (Medical, Dental, Vision, Prescription Drug)
• 401k Retirement Savings Plan Including Employer Match
• Paid Time Off (PTO)
• Life Insurance
• Paid Parental Leave
• Short-term & Long-term Disability
• Healthcare & Dependent Care Flexible Spending Accounts
• Domestic Partner Coverage
• Commuter Benefits
• Legal Assistance
• Employee Assistance Program (EAP)
• Additional Employee Perks and Discounts

Job Duties

• Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees
• Manage relationships with clients by ensuring a high level of customer satisfaction
• Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance
• Drive continuous improvement; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; resolve issues escalated by the client
• Responsible for employee lifecycle of direct and indirect reports including, but not limited to interviewing and hiring; onboarding and induction; on-the-job training; professional learning, development, and growth; performance management including reviews and goal setting; talent management including succession planning for key roles; off-boarding management
• Ensure direct and indirect reports understand and are compliant with company and client policies, service level agreements (SLAs) and expected quality of work, utilizing corrective action when necessary
• Engage in regular and consistent communication with employees, hold regular team meetings and individual (1:1) meetings to ensure open lines of communication for company and client information, as well as to discuss clear expectations, performance and progress against goals and development
• Manage staffing and workflow volumes; use workflow management system to justify headcount based on work volumes and allocate staffing resources by shift or service line accordingly
• Create and distribute monthly invoice, ensuring it meets contractual requirements
• Create and present monthly Client Service Review (CSR); reflect on data presented and be prepared to discuss ideas for process improvement and benefits to the client to support informed decision-making
• Solicit feedback from clients (client outreach) regularly
• Foster cross-training and a sense of team work to optimize client service delivery
• Educate clients regarding Williams Lea services already providing and those available through strong sense of the client's business and the impact our services may have on their success
• Identify opportunities for account growth, new services, resolutions to client challenges through communication with clients/end-users - escalate opportunities to manager
• Participate or lead due diligence, implementation (people, process, technology) for new business within client account; participate as needed on other new client accounts.
• Be able to lift up-to 50 lbs. on a regular basis.
• Adhere to Williams Lea policies in addition to client site policies

Job Qualifications

• Bachelor's degree or equivalent experience
• 3 or more years' proven experience in a customer service environment, legal or financial services industries preferred
• 3 or more years' experience in office support including a combination of administrative, facilities, hospitality, reception, reprographics and mailroom
• Understanding of USPS regulations
• Understanding of reprographics equipment and usage
• Intermediate Microsoft Office Word and Excel skills
• Basic Microsoft PowerPoint skills
• Prior experience managing vendors preferred
• Basic P&L understanding a plus
• Demonstrated experience prioritizing competing priorities under tight deadlines
• Exceptional communication skills, both written and verbal
• Good attention to detail