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Site Operations Supervisor

Company: ISS Facility Services - North America
Location: West Chester
Posted on: June 24, 2022

Job Description:

Site Operations Supervisor Key Purpose The Site Operations Supervisor plans, organizes, and directs operational and soft service staff and activities to achieve the clients' and ISS objectives while working within the ISS corporate standards of quality. Operational and soft service activities include janitorial, dishwashing, cart attendants, and other activities as determined by the Site Operations Manager. The Site Operations Supervisor interfaces with direct reports, necessary vendors, and local stakeholders as required. The results and performance of these activities will be reported directly to their supervisor, the Senior Operations Manager or Regional Operations Manager. This role focuses on executing and optimizing operational and Soft Services' team responsibilities to ensure seamless delivery of services. A major emphasis of this position will be to communicate with team members on a consistent basis and provide oversight of the team accordingly to ensure necessary coverage during business hours for all operational and soft service lines. This candidate must drive safety, service excellence, and experience. Ultimately, the successful candidate will be able to navigate comfortably in a dynamic and fast paced environment while balancing responsibilities of the role, providing oversight and stop gap support for the operational team, and meet deliverables as set by the Site Operations Manager. Business continuity of services with effective team oversight and schedule management will be critical to success in this role. Additionally, this role will work directly with their employees to ensure consistent training is delivered. Success Criteria

  • Clear linkage between OneISS vision, transformation, and business excellence
  • Ability to work within tight timelines
  • Participate and embrace the development opportunities within group
  • Ability to guide colleagues in embracing process improvement measures
  • A drive to creative problem solving for new challenges
  • An interest in standardizing solutions to recurring challenges Key Areas of Collaboration and Influence
    • Communicate effectively with colleagues at multiple accounts and across the company so that information is disseminated effectively and participate in project groups and meetings as required
    • Transfer best practice
    • Use the account successes to promote and further develop ISSIdeal Candidate Experience
      • 3+ years supervisory experience in a Facility Management Operations/Janitorial/Maintenance role with a strong emphasis on customer service
      • Experience leading/managing frontline teams meeting operational SLA's and compliance requirements
      • Demonstrates strong skills in: Communication, Decision-making, Leadership, and Problem-solving
      • Demonstrates professional and customer service aptitude
      • Basic computer proficiency skills (Excel, Word, Outlook, CMMS Systems, Smartphone Systems)
      • Experience in CMMS software systems and work order management as it pertains to execution of services and coordination of employees involved
      • Demonstrate strong skills in all areas related to supervisory responsibility in facility management for janitorial, dishwashing, and labor management for high foot traffic buildings with a large footprint Key Accountabilities
        • Directs, supervises, and leads the ISS Facility Operations and Soft Service employees
        • Responsible for implementing the overall direction, coordination, and evaluation of site maintenance activities in partnership with the Site Operations Manager
        • Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws, as provided
        • Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems
        • Highly visible and typically the first point of contact for operational and soft service team members and second point of contact for local customers; will be first point of contact when Site Operations Manager is not present
        • Lead and direct the team to ensure the facility is clean, free of trash, and without safety concerns. Ensure team maintains restroom par levels 100% of the time during store operating hours
        • Work with, and provide support to, the team to ensure the dishwashing and food areas are clean, available, organized, and compliant with all safety or health codes
        • Work with team and provide support to the team to ensure the site interior shopping tools maintain appropriate inventory levels as well as encourage safe and efficient outdoor working for cart collection/availability; this includes appropriate disinfection methods
        • Lead by example and work directly with site employees to quality control our services. Cover shifts as required to ensure service line continuity
        • Communicate with on-shift and off-shift site operational employees to ensure no gaps in coverage in operational or soft service lines during store operating hours
        • Coaches and encourages the team to have the knowledge, confidence, and empowerment to make decisions that have a great customer experience outcome
        • Monitors performance against agreed goals, adapts and acts when required and analyzes customer concerns, meets KPI's/SLA's
        • Partner with Site Operations Manager to complete any root cause analysis to make future improvements, as needed
        • Monitors operational service lines to identify efficiencies and gaps in order to develop actions to improve customer experience
        • Conducts the hiring, onboarding, and training of Operational and Soft Service team members
        • Drives a culture of proactivity and contribute in a positive way to the facility operations in order to effectively prevent or address potential problems
        • Lead Team Board (all hands) meetings on site in partnership with Site Operations Manager
        • Advise the Site Operations Manager on decisions relating to the facilities operations and performance
        • Ensure all health and safety requirements are established and followed by on site staff and sub-contractors
        • Directs general activities related to enhancing work performance and providing services in a safe and efficient manner
        • Promote responsibility for safe and controlled work environments Physical Demands & Work Environment
          • Must possess valid state driver's license; may be required to travel via car within a specific metropolitan region
          • Prolonged periods walking or standing
          • Must be able to lift, carry, and place up to 50 pounds at a time
          • Must be able to work schedules that include days, nights, weekends, and/or holidays as needed
          • Must be able to bend, stoop, and wipe frequently As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and to positively influence the market wherever we operate.

Keywords: ISS Facility Services - North America, Cincinnati , Site Operations Supervisor, Professions , West Chester, Ohio

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