Medical Marijuana - Operations Supervisor (On-site Only)

Medical Marijuana Operations Supervisor

As the Operations Supervisor, you will oversee the medical marijuana team’s daily operational processes and suggest improvements. You will work closely with the team leads and management to ensure system and process functionality and productivity. Additionally, you’ll display a proven ability to develop and maintain an environment of trust, diversity, and inclusion within your team. Your ultimate responsibility is to increase our operational efficiency in the Medical Marijuana Team.

Duties and Responsibilities:

• Embrace, learn, and cultivate the Servant Leadership philosophy 
• Identifying operational issues and suggesting possible improvements
• Monitoring daily operations of the call center including attendance, performance and quality of services making sure team is meeting SLAs
• Monitoring and evaluating lead performance, recommending learning or coaching opportunities
• Working with management team members to support leads/agents and maximize customer satisfaction
• Answer calls in queue if wait times exceed SLA
• Take escalation calls from leads
• Hosting lead team meetings
• Contribute to delivering on business targets and objectives to create a performance orientated culture
• Escalate any appropriate problems to senior management
• Assisting in the setting of targets/goals for individuals as well as for the team
• Answering the queries of staff and providing guidance and timely feedback
• Assistance in developing and maintaining the standard operating procedures 

Requirements:

• Call center supervisory experience required. Experience managing remote employees a plus
• Experience in customer service call center/helpdesk is essential
• Knowledge of performance evaluation procedures including SLA, KPI and other performance metrics
• Excellent organizational and leadership skills
• Proficiency with technology, especially computers, software applications, and phone systems
• Exceptional verbal and written communication skills
• Strong understanding of company policies and services
• Excellent problem solving, leadership, and customer service skills
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations
• Energetic and motivating individual
• Experience in providing IT help desk services to government institutions is highly desired
• Sensitive to a diverse background of people. Particularly people with disabilities.
• Software application experience a plus: Genesys Cloud, Google Suite, Oracle and Salesforce

• This position will require an in office presence. Normal office environment with little exposure to dust, noise, temperature, and the like
• Extended viewing of computer screens 
• Position requires various hours Monday through Sunday Working Midday to evening shift weekdays and weekends if needed (on call) Typical shift will be 10 am to 6:30pm
• Position will require ability to work effectively from remote locations