Production Supervisor

OnProcess Technologies
Ashland, MA
Aug 04, 2017
Jobs Outside Higher Education
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Institution Type
Outside Academe

Job Description

Broad Function:

The Production Supervisor oversees the day-to-day operation of an assigned program(s). He or She is the point person for decisions, resolutions and maintenance of program operation, and manages a team of Logistic Service Representatives. The Production Supervisor is responsible for program success in meeting internal and external goals, and interacts with internal client groups by program design. The Production Supervisor supports quality initiatives, recommends process improvement, and monitors daily call center metrics.

Performance Responsibilities:
  • Account/Program Management
  • Manage day-to-day program(s) operation
  • Accountable for business metrics, rules and results
  • Maintain program adherence to account metrics and key performance standards
  • Identify and escalate data or program issues to appropriate level of management
  • Work with Business Line Manager or Sr. Production Manager to facilitate process improvement
  • Supervisory Activity
  • Determine work distribution and staffing for designated program(s) while ensuring adherence to account service levels.
  • Track and monitor key performance standards including feedback, formally through reviews and informal communications, to Team Lead and LSRs to effectively improve knowledge, skills, attitudes and overall performance
  • Track and monitor Team Lead and LSR adherence to OPT tools in order to maximize daily production goals
  • Coach and mentor staff to meet or exceed key performance standards as pertains to program
  • Interview hires and oversee coordination of new hire account-specific training
  • Follow OnProcess guidelines and protocols when administering discipline and terminating employees
  • Recognize high performers and encourage career growth within the organization
  • Generate and analyze internal reporting (e.g. productivity, staffing, trending analysis and charting) communications
  • Identify and escalate data or program specific issues to appropriate level of management
  • Facilitates team communications (e.g. jump start, team meetings)
  • Interact with internal groups throughout organization to create goals, expectations and procedures
  • Consistently meet or exceed OPT's performance standards and quality objectives
  • Other duties as assigned

  • 2 year as Team Lead within a call center
  • Bachelor's Degree in appropriate field or 2-3 years demonstrated contact center experience
  • Demonstrated analytical Problem Solving and multi-tasking abilities
  • Strong coaching, mentoring and team building skills
  • Strong attention to detail, accuracy
  • Proven Project Management
  • Business Planning & Budgetary Skills
  • Excellent Written, Verbal, and Interpersonal Communication Skills
  • Ability to maintain confidential work environment
  • Bilingual in Spanish or Portuguese preferred

Company Description
OnProcess Technology provides transforming solutions that drive efficiency, profitability and scale in complex, global service supply chain operations. Our industry expertise, specialized technology, advanced analytic s and passionate commitment to our clients businesses enable us to rapidly implement solutions for continual process improvement, cost control and superior customer interactions. Systematically integrated into our clients operations, we provide actionable insights and visibility across process gaps, resulting in long-term customer relationships, increased operating margins and new opportunities for revenue growth.

Ashland, MA


Thu, 3 Aug 2017 11:50:11 PDT