Onsite Supervisor

About the role

Works primarily on-site at a customer's facility, overseeing daily operations and ensuring seamless service delivery. This role may support a hub-managed account where recruiting occurs at the hub or client site. This role reports directly to the Onsite Manager or a Regional Manager and could be assigned to a shift or a specific portion of the business. Typically, the Onsite Supervisor relies on a supporting hub to fulfill recruiting needs. The scope of the position may vary depending on the customer size and scope of the account.

Responsibilities

• Build and maintain good relationships at all levels of the customer's organization and deliver world-class customer experience by handling all customer service inquiries, concerns, and issues and ensuring consistent quality.
• Provide and analyze reports on Indeed Flex bookings and other activities, supporting the implementation of new processes and procedures.
• Facilitate new hire recruitment, orientations and pre-training with Flexers for proper transition to assignment.
• Manage and oversee daily timekeeping process and reconciliation of time to ensure payroll and invoice accuracy.
• Play an integral role in managing all day-to-day operations, liaising between Indeed Flex's internal stakeholders with frequent opportunities to work directly with our clients and Flexers.
• Perform quality control functions, such as tracking Flexer attendance, productivity, and overall job performance to ensure Customer Satisfaction (CSAT).
• Maintain compliance with Indeed Flex operations, systems, and employee record requirements, ensuring adherence to customer agreements for background checks, drug screening, billing, and other terms.
• Enter and maintain accurate and timely account and Flexer information in the operating system.
• Support Indeed Flex Safety requirements and participate in the customer's safety program, ensuring employees follow safety policies and PPE requirements, and conduct accident reviews, investigations, and injury reporting as needed.
• Build and maintain an in-depth understanding of our platform and its benefits, and implement employee programs and activities to improve KPI performance, such as absenteeism and turnover.
• Communicate regularly on account status to the Indeed Flex leadership team.
• Support the Onsite Manager in completing and facilitating quarterly partnership review meetings with the customer and the Indeed Flex team, ensuring quality and continuous improvement.
• Perform miscellaneous duties as assigned.

Qualifications

• Strong understanding of technology to drive a tech-enabled solution for clients, partners, and the Flexer, including Google Workplace, Slack, Salesforce, Excel, Shared Drives, Notion, Monday.com, RingCentral, etc.
• Demonstrated success in delivering exceptional levels of customer service and/or technical support to a diverse audience via email, chat, and phone channels.
• Demonstrated capabilities to manage workload, set priorities, and resolve issues with minimum direct supervision and minimum escalations.
• Working knowledge of Windows and Mac operating systems.
• Working knowledge of Android and Apple OS mobile operating platforms.
• Exceptional written and verbal communication skills to collaborate and support effectively and efficiently with Flexers, Clients, and internal groups in order to resolve issues promptly and professionally.
• Passionate about technology enablement and delivering exceptional user experiences.
• Curiosity to actively seek out new ways to utilize or improve technologies, systems, and processes internally to benefit the entire team.
• Strong organizational, time management, and prioritization abilities.
• Excellent customer service mindset to deliver an outstanding experience, even in less-than-ideal situations with frustrated and disenfranchised users and clients.

Pay

$25/hr

Benefits

• Employee Assistant Program
• 25 days PTO (prorated) + Birthday Off
• 8 Paid Holidays
• Duvet days
• Volunteer days

Schedule

Full-Time Position. Hours vary based on client needs. Evening and weekend work may be required as job duties or shift assignment demand.