EASTWOOD | Operations Supervisor

Position Title: Operations Supervisor

Prepared By: Hiring Manager Authorized By: Human Resources

Create Date: 10/7/2022 Version: 1.0

Department: Operations Reporting to: Operations Manager

Compensation Band/Level:

Company Summary:

We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 63,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Position Summary: Our client is a delivery management and optimization platform that helps restaurants increase sales and efficiency They build solutions for large and small restaurants to succeed in delivery. The operations supervisor is responsible for supporting associates by handling consult, escalations, team supervision and other related duties to meet the programs KPI targets as stated in the SOW. Overall Responsibilities: • Oversee and supervise a team of associates. • Attend required training session for new information and training updates. • Acquire and transfer to the team the knowledge of all tools and associated workflow processes • Assist in developing and streamlining procedures • Coach, motivate, reward, counsel and assist with disciplinary actions as necessary • Provide quality service to both internal and external customers – on and off-line. • Assist associates with customer interaction on situations requiring special handling. • Ensure open flow of communication between agents, supervisors and management. • Ensure uniform understanding and adherence to policies, procedures and company programs. • Supervise and monitor agent attendance, performance, and productivity • Prepare and ensure accuracy of reports.

Position Title: Operations Supervisor

Prepared By: Hiring Manager Authorized By: Human Resources

Create Date: 10/7/2022 Version: 1.0

• Ensure agents are continuously kept abreast of operational changes. • Conduct employee briefings and meetings. • Assure service level standards are met. • Monitor system performance and initiate actions to correct system problems. • Conduct agent observation and provide feedback. • Assist in the development and tracking of employee incentive programs. • Ensure completion of departmental duties/task in the absence of subordinates/co-workers. • Perform other duties as assigned.

Job Requirements: • 1-year experience in a customer-facing role or technical support role. • An assertive, builder and well-organized self-starter with demonstrated supervisory experience • Experience with various CRM and data tools, Zendesk, Salesforce, Google Sheets, etc. preferred • A proactive thinker with the ability to anticipate and identify customer needs and decisively solve problems • A detail-oriented professional with exceptional written and verbal communication skills • Ability Redirect and coach for improvement, and gauge user ability and modify delivery accordingly • Demonstrate professional customer service skills: solutions mindset, helping nature, passion for customer service • Demonstrate behaviors that support high quality standards • Recognize trends and escalate information as appropriate • Problem solving skills; linear and troubleshooting • Demonstrate a strong customer service orientation and take responsibility to follow up with customers to ensure needs and expectations are satisfied • Present information effectively and persuasively across various communication channels • Problem solving to gather and analyze information and uses it to develop effective solutions; challenge status quo. • College/Associates Degree or bachelor’s degree in related field (preferred)

Position Title: Operations Supervisor

Prepared By: Hiring Manager Authorized By: Human Resources

Create Date: 10/7/2022 Version: 1.0

Physical Demands & Work Environment:

While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment. Employee will regularly use a computer for extended periods of time. The employee must occasionally lift and/or move up to 10 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.

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Standard General Security Roles and Responsibilities

• Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.

• Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedure

• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.

• Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.

General sign off:

This description has been prepared to assist in evaluating various classes of responsibilities, skills, and working conditions. It indicates the kinds of tasks and levels of work difficulty required of positions given this classification. It is not intended as a complete list of specific duties and responsibilities. Nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under supervision. Nothing contained herein is intended or shall be construed to create or constitute a contract of employment between any employee or group of employees and the Company. The Company retains and reserves any and all rights to change, modify,

Position Title: Operations Supervisor

Prepared By: Hiring Manager Authorized By: Human Resources

Create Date: 10/7/2022 Version: 1.0

amend, add to or delete from any section of this document as it deems, in its judgment, to be proper. I have read and understand the requirements of this job description and I am able to meet the requirements as listed above with or without reasonable accommodations

Employee Name & Signature Date