Operations Supervisor

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

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