Operations / Field Service Supervisor

We are seeking a dedicated Field Service/Operations Supervisor to lead and support our team of operation support specialists in delivering exceptional service to our valued customers and stakeholders. Join the team to make a significant impact in ensuring operational excellence and client satisfaction.

Client Details

We are representing a globally renowned provider of fire safety and security solutions, serving diverse businesses and organisations. With a rich history spanning over two centuries, with a mission to enhance safety by delivering essential systems, equipment, and services.

Description

As an Operations Support Supervisor, your role involves supervising, coordinating, and leading your team to achieve SLAs, KPIs, Targets and annual goals. You will assist the team in adhering to national standard processes for daily activities encompassing inbound/outbound calls/emails, Customer retention, and contract data integrity. Additionally, you will manage and resolve customer escalations, drive team members to exceed productivity targets and address underperformance. Ensuring fair work distribution and optimal customer service, you will schedule work for technicians to meet SLA's and maximise productivity. Monitoring workload, you will provide feedback and corrective actions, while also showcasing advanced problem-solving skills to prevent recurring issues. Your responsibilities also include managing customer specific processes and creating a positive customer experience.

Profile

The ideal candidate for the Operations Support Supervisor role will be an experienced professional who excels in team leadership and is highly adaptable to changing service delivery dynamics. A strong communicator with a track record of meeting critical targets and deadlines while maintaining a commitment to exceptional customer service, this candidate should thrive in a fast-paced operational environment.

• Mandatory: proven experience in managing/supervising a Field Service team and dispatching/planning work for Field Service workforce, such as technicians.
• Mandatory: Demonstrated ability to meet and exceed critical deadlines and targets.
• Experience in a fast-paced, evolving service delivery environment.
• Beneficial: Familiarity with Pronto/ERP and call centre activity.

Job Offer

This fantastic opportunity will commence as soon as possible for the right person. This is a Full-Time permanent position based in Dingley Village.

Candidates must be available for a face-to-face video call interview with Adecco as a first step for this role. For any questions, please call 0408 835 *** or email ***************@adecco.com.au

To ensure your application is thoroughly reviewed, we ask that you please apply via this job advert and not email your resume.

I appreciate your cooperation.