About this role
NATURE AND SCOPE
An Operations Supervisor is responsible for overseeing daily operations, managing team performance, and ensuring processes are followed efficiently. The role focuses on improving productivity, resolving operational challenges, monitoring KPIs, and maintaining quality standards. The position also supports compliance requirements and client satisfaction while contributing to overall organizational goals and operational excellence.
SHIFT DETAILS Monday to Friday 9am-6pm
DESCRIPTION OF DUTIES • Supervision of CSAs. • Performance monitoring using key performance indicators (KPIs) and metrics to measure operational performance. • Assign and oversee daily task assignments for the team. • Compile and send daily two-hour reports to Fleetworthy Solutions for each assigned Line of Business, including DQ, Fuel Tax, shared service, and Vehicle Safety and Added Service. • Send a daily end of shift report to Fleetworthy for each assigned LOB. • Regularly update the Fleetworthy Solutions Shared Folder with driver safety SPH adds daily. • Ensure the Fleetworthy Solutions Shared Folder is updated weekly with the Shared service time tracker. • Attend weekly Fleetworthy Quality and SOP review sessions. • Send a daily headcount email to Fleetworthy Solutions. • Consolidate and share approved out-of-office requests monthly with leadership. • Export CPSuite tasks every two hours and provide updates to Fleetworthy Solutions accordingly. • Review and handle all escalations from the team. • Producing monthly, weekly, and daily reports for Fleetworthy Solutions and internal leadership. • Conduct performance scorecard reviews and coaching with the team. • Conduct and assist with training exercises. • Management of all administrative tasks relating to the team. • Outlier management and performance improvement plans. • Accurate timekeeping of the team’s attendance and notifying leadership of any issues or absences. • Management by walking around. • Support with team building and employee morale initiatives.
MININUM REQUIREMENTS
• 5 successful passes or more at CSEC or equivalent; diploma preferred.
• Minimum of 12 months’ customer service experience.
• Experience in Driver Safety (DQ) processing would be considered an asset.
• Last three months’ scorecard performance of 95% or higher with no disciplinary actions.
• Proficiency in Microsoft Office Suite (Excel, Word), email, and Google Docs.
SKILLS
• Strong verbal and written communication skills.
• Excellent customer service skills.
• Strong computer and administrative skills.
• Ability to work effectively under pressure and manage time-sensitive situations.
• Ability to multitask, prioritize responsibilities, and work efficiently in a fast-paced environment.
• Strong work ethic and commitment to maintaining quality standards.