Operations Supervisor

ISS•Calgary, AB

10d•Onsite

About The Position

The Operations Supervisor assists the Site Operations Manager with the planning, organizing, and directing of operational and soft service lines to achieve facility objectives while working within client and ISS corporate quality standards. Operational and soft service activities include janitorial, dishwashing, cart attendants, and other activities as determined by the Site Operations Manager. The role interfaces with direct reports, necessary vendors, and local stakeholders. This position focuses on executing and optimizing operational and Soft Services’ team responsibilities to ensure seamless, reliable, and efficient delivery of services. A major emphasis is on consistent communication with team members and providing oversight to ensure necessary coverage during business hours for all operational and soft service lines. The candidate must drive safety, service excellence, and customer experience at their respective working location. The successful candidate will navigate comfortably in a dynamic and fast-paced environment, balancing responsibilities, providing oversight and stop-gap support for the facility team, and meeting deliverables set by the Site Operations Manager. Business continuity of services with effective team supervision and schedule management is critical. Additionally, this role involves working directly with employees to ensure consistent training and flexibly covering and augmenting roles in case of employee turnover or customer demand increases.

Requirements

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
Must possess valid state driver’s license
Adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures

Responsibilities

Assist the Site Operations Manager with the planning, organizing, and directing of operational and soft service lines to achieve facility objectives
Execute and optimize operational and Soft Services’ team responsibilities to ensure seamless, reliable, and efficient delivery of services
Communicate with team members on a consistent basis and provide oversight of the team to ensure necessary coverage during business hours for all operational and soft service lines
Drive safety, service excellence, and customer experience at the working location
Provide oversight and stop gap support for the facility team
Meet deliverables as set by the Site Operations Manager
Work directly with employees to ensure consistent training is delivered
Flexibly cover and augment roles in case of employee turnover or customer demand increases
Act as the highly visible first point of contact for operational and soft service team members and second point of contact for local customers (first point of contact when Site Operations Manager is not present)
Lead and provide support to the team to ensure the facility is clean, free of trash, and without safety concerns
Ensure restrooms are stocked 100% of the time during store operating hours
Lead 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
Lead 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, including appropriate disinfection methods
Lead by example and work directly with site employees to quality control 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
Coach and encourage the team to have the knowledge, confidence, and empowerment to make decisions that have a great customer experience outcome
Monitor performance against agreed goals, adapt and act when required, and analyze customer concerns, meeting KPI's/SLA’s
Partner with Site Operations Manager to complete any root cause analysis to make future improvements, as needed
Monitor operational service lines to identify efficiencies and gaps to develop actions to improve customer experience
Assist with the hiring, onboarding, and training of Operational and Soft Service team members
Drive a culture of proactivity and contribute in a positive way to the facility operations 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
Manage general activities related to enhancing work performance and providing services in a safe and efficient manner
Promote responsibility for safe and controlled work environments
Support parking lot management on any applicable peak shopping day