Reception Supervisor - Amazon

Overview

The Supervisor of the Roamer Team is a leadership role with expanded responsibilities identified as having both an operational and people focus. The ideal candidate will manage team members and operations designated by the Manager of Reception. In this role, you will have a strong focus on coaching and developing a staff of Roamers, collaborating with Senior Supervisors to ensure consistency across the Reception Team.

You will oversee metrics, SLAs and Roamer dispatch while guiding coaching, development and performance management. Your goal is to ensure a customer-centric experience through each interaction and to support the implementation of Reception Best Practices. You will execute a variety of projects, audits, and process improvements to increase the team’s overall efficiency. Flexibility in working various hours and sometimes weekends is required to be available for the team you will manage.

Location: Bellevue Redmond & Kirkland (flexibility to go to Seattle when needed)

Schedule: Monday through Friday, 7:20 AM – 6:05 PM (hours vary)

Wage: Starting Wage: $31.08 per hour | Full Range $31.08 - $39.88 per hour

What we can offer:

• Comprehensive Medical, Dental, Vision, Disability, and Life Insurance, effective the month after 30 days of employment
• 17 Accrued Paid Time Off Days Annually
• Additional 10 Annual Floating Holidays, Parental Leave, and Paid Compassion Leave
• Retirement 401(K) with a company match
• Company-Provided Orca Pass – Unlimited use
• Employment Assistance Program (EAP) via Spring Health
• Mental Wellness Program including six free therapy sessions per year
• Career development opportunities with our NWC Mentorship Match program
• Wellness Reimbursement Program - $25/month
• Student Loan Contribution Program - $50/month
• Pet Insurance Discount Program

Key Responsibilities

Operational Responsibilities

• Manage daily resourcing (call-outs, roamer shifts, etc.)
• Establish escalation boundaries and protocol for Lead Receptionists regarding desk operations
• Ensure appropriate staffing levels
• Communicate and support consistent implementation of reception practices
• Ensure program service level agreements and operation standards are met or exceeded, inclusive of staffing levels, email response times, and overall customer satisfaction
• Plan and develop employee work schedules, coordinating break coverage ensuring the best use of resources
• Become the subject matter expert of all building operations including, but not limited to, security access levels, facility procedures, vendor points of contact, and escalation processes
• Work with outside vendors on procurement of materials, holding vendors accountable for deliverables and spend

Training

• Work with SEABEL training team on overall best training practices for new hire and ongoing training
• Manage Reception Desk Trainer for successful onboarding experience for all new hires

People Responsibilities

• Manage performance by establishing clear expectations, evaluating performance against goals, and correcting performance as needed
• Coach and develop to facilitate success in current role and readiness for potential growth into other roles
• Hire talent to ensure the right people are in the right role
• Collaborate with Lead Receptionists to hire, coach and develop, and manage the performance of all Receptionists
• Assist leadership in interviewing, hiring, and termination discussions
• Foster a spirit of teamwork and unity among team members that allows for disagreement over ideas and expeditious conflict resolution

Customer Experience

• Ensure that the team is clear on the expectation to provide elevated customer support for callers, visitors, community members, vendor partners, and all guests entering Amazon space
• Act as liaison between Northwest Center, Amazon and other Vendors to ensure continuity across campus locations

Requirements

• Associate’s degree required;
  Bachelor’s degree preferred
• Robust customer service or administrative support experience
• Proven experience as a supervisor or similar management role
• Advanced computer skills in MS Office

Preferred Experience:

• Experience in crowd or security management systems (i.e. Lenel, Right Crowd)

Demonstrable Skills

• Commitment to Northwest Center’s mission…