Operations Supervisor

NOTES:
The individual needs experience managing direct reports and HVAC experience/knowledge

NOTES:
Preferred if they have experience working in an office setting and if they can talk on the KPIs they’ve managed / been held accountable for

Assumes the overall responsibility for the management and daily operations of work orders for facilities maintenance for given accounts. The Operations Supervisor is responsible for working with the departments to assure work orders are managed within the established KPI’s. The Operations Supervisor also is responsible for managing the direct reports to complete work orders within contractual time frames. Manage/respond to work order escalations, payment issues and oversee time-critical repairs.

The Operations Supervisor will partner with Account Management to meet customer needs.

Organize workload to manage normal day to day activities, emergency assignments and special projects (both Company and Customer) to ensure all Key Performance Indicators (KPI’s) and performance objectives are completed to satisfaction

• Manage subcontractors and direct reports. Perform annual performance evaluations for direct reports. Hold subcontractors accountable to meeting contract requirements
• Manage team to ensure all work orders to completion and work orders are closed out/completed within account timeframe
• Respond to customer escalations and ensure constant communication is being facilitated between account, providers and customer
• Investigate, develop and implement projects, processes or activities to reduce or contain costs, increase quality levels and meet standards.
• Foster a positive work environment with associates and customer. For associates, train, mentor, manage the review process and engage in associate development. For customer, develop and maintain a positive relationship that supports open dialogue
• Promote commitment to environmental health and safety by adhering to safety practices, investigating concerns and making recommendations

Bachelors’ Degree or equivalent combination of education and experience.

• Minimum of two years of experience in facilities maintenance, property management or customer service role required.
• Experience in managing service delivery for trades labor such as Electrical, HVAC, Plumbing, or Roofing preferred.
• Advanced proficiency MS Windows Applications, including MS Excel and Word.
• Professional and friendly demeanor, willing to go above and beyond to accomplish the mission.
• Ability to work under pressure and constantly make correct decisions with limited input, and determine when to escape issues
• Ability to communicate effectively and efficiently with all functions of the Operations Staff and Call Center Operations team to carry out the objectives of the program
• Ability to critically think and problem solve.
• Ability to maintain a courteous, professional demeanor at all times
• Convey confidence in providing and receiving pertinent information
• Must be punctual, reliable and caring about their work ethic