Missions are accomplished with people, driving towards a greater purpose. Foley has been a trusted partner to motor carriers of all sizes. Our technologically advanced approach to DOT compliance automates many of the background screening and compliance requirements motor carriers must comply with- making it easier for them to onboard and retain the right driver for their business. At Foley we just don't help our customers stay compliant - we help them thrive.
A positive attitude is everything. At Foley, we've created a culture that rewards kindness, enthusiasm, and a can-do attitude. Whether we're working together internally or helping a customer solve a problem, we approach every challenge with a sense of humor, optimism, and the determination to succeed.
OPERATIONS SUPERVISOR
Are you ready to lead a team dedicated to delivering exceptional customer experiences?
Foley is seeking an Operations Supervisor to oversee and nurture a team of customer support professionals, ensuring that our clients receive unparalleled service.
As the Operations Supervisor, you will be at the forefront of driving superior customer service for Foley's clients. Your primary responsibilities will involve managing a team of employees engaged in various customer support roles.
As a leader, you will be responsible for delivering outstanding service by showcasing strong leadership skills, streamlining processes, and fostering a culture of continuous improvement.
Because our departments work so closely together, we are always looking to improve our current process. We welcome ideas to work collaboratively with roles and departments. We cannot wait to hear your new ideas!
This is a remote option- those residing in CT, MA,GA, SC, FL, TX are welcome to apply!
Salary 50K-60K
What You Will Do
Train, develop, and inspire a team of employees in client-facing and back-office support roles, fostering a culture of excellence that exceeds performance goals and customer expectations
Organize the workflow and provide clear direction on employee duties, ensuring that each team member thoroughly comprehends their assigned tasks and responsibilities
Assisting in performing accounts receivable responsibilities
Identify opportunities for process or system enhancements that reduce costs, enhance performance, and elevate the customer experience
Supervise and evaluate the productivity and performance of employees, offering constructive feedback and coaching as necessary
Address performance trends to ensure the team meets its performance objectives
Maintain accurate timekeeping and employee records
Uphold compliance with legal and company policies/procedures, taking disciplinary actions if required
Safeguard company and customer information in line with established policies and procedures
Evaluate client communications to assess the quality of handling, accuracy of conveyed information, and adherence to company and departmental policies
Serve as an escalation point for team members, efficiently resolving client and employee concerns by collaborating across the organization
Work collaboratively with sales teams to facilitate the onboarding of new clients
Ensure consistent communication and follow-up, keeping team members informed about products, procedures, customer needs, and company-related matters
Establish work procedures (SOPs), create work schedules, and streamline workflow
Perform additional duties as assigned
Learn new products as Foley produces and train team on.
What We'd Like You To Have
3-5+ years of experience in a high-volume client-facing role, with a strong preference for providing customer support via phone, email, and/or web chat
3-5+ Measures KPIs like inbound calls, call waiting, and call abandonment, employee performance evaluation
Motivates and supports agents through feedback and communication
Assists with taking agents' calls overload, anticipate escalation
Creates targets and goals for improvement
Devise ways to optimize procedures and keep staff motivated
Prepares monthly and annual performance reports
Excellent communication and interpersonal skills
Adaptability, flexibility, and the ability to remain effective during times of change or conflict
Strong work ethic and innovative, critical thinking abilities
Effective multitasking and the capacity to work under pressure while meeting deadlines
Proficiency in Microsoft Word, Excel, and Outlook, demonstrating strong PC skills
Exceptional organizational skills and the ability to independently prioritize responsibilities
Accounts Receivable Management Experience
Bachelor's degree preferred
Join Foley and have a significant impact on shaping the customer service landscape. Your leadership and commitment will be instrumental in driving the success of our customer support team and enhancing our reputation as a customer-centric organization.
What We Do, How We Do It
Too often, companies use a piecemeal approach when it comes to screening drivers. They might use one vendor to help recruit. Another to screen. And still, another to address the complex world that is compliance. This approach is inefficient, expensive, and redundant. Not to mention, it makes it too easy for things to fall through the cracks.
At Foley, we've built a company that effortlessly manages these three areas under one roof: recruit, screen, comply. Thanks to powerful technology combined with our compliance expertise, we're able to deliver a comprehensive solution to our customers and, as a result, a better overall customer experience.
Where We're Headed
We're always developing new solutions to slay tomorrow's recruitment, screening, and compliance monsters. At the core of these solutions is our vast collection of data—and the many ways to leverage it, whether that's developing software to calculate a company's compliance risk or implementing predictive analytics to identify the best drivers.
What It's Like To Work With Us
Diving deep into a niche industry and becoming an expert . . .
Continually growing and advancing . . .
Making lifelong friends during the process . . .
That sums up what it's like to work for us. We're a 250+ person company on the verge of explosive growth thanks to our AI-powered technology—and where it's headed with predictive analytics. If you'd like to board our rocket ship, check us out:
www.foleyservices.com
Keywords:
Customer Service Manager
Customer Support Supervisor
Client Services Supervisor
Customer Experience Manager
Customer Care Team Lead
Service Operations Supervisor
Customer Relations Manager
Support Team Supervisor
Client Assistance Manager
Customer Interaction Supervisor
Call Center Team Lead
Customer Support Operations Manager
Client Engagement Supervisor
Customer Success Lead
Customer Service Operations Supervisor
Client Relations Team Lead
Support Services Manager
Customer Satisfaction Supervisor
Customer Service Coordinator
Accounts Receivable Management
Call Center Supervisor
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management
Industries
Non-profit Organizations and Primary and Secondary Education
Referrals increase your chances of interviewing at Foley by 2x