Reception Supervisor - Amazon

Northwest Center•Bellevue, WA

4d•Hybrid

About The Position

The Supervisor of the Roamer Team is a leadership role with expended responsibilities identified as having both an operational and people focus. The ideal candidate will manage team members and operations designated by the Manager of Reception. In this role, you will have a strong focus on coaching and developing a staff of Roamers, collaborating with Senior Supervisors to ensure consistency across the Reception Team. Your role will oversee metrics, SLAs and Roamer dispatch while guiding them in areas of coaching, development and managing their performance. Your goal is to ensure we provide a customer-centric experience through each interaction and consistently communicate and support the implementation of Reception Best Practices. You will own the execution of a variety of projects, audits and working to improve processes to increase team’s overall efficiency. Amazon is a fast-paced demanding corporate environment and we are committed to providing professional 5-star customer service with every interaction. Flexibility in working various hours and sometimes weekends is required in order to be available for the team you will manage.

Requirements

Associates’ degree required; Bachelor’s degree preferred.
Robust customer service or administrative support experience
Proven experience as a supervisor or similar management role
Advanced computer skills in MS Office

Nice To Haves

Experience in crowd or security management systems (i.e. Lenel, Right Crowd)
Commitment to Northwest Center’s mission of inclusion and ability to successfully work in a diverse environment.
Ability to practice a high level of confidentiality.
Interpersonal skills to effectively motivate others.
Detailed oriented & thorough, with ability to see the “big picture”
Passion to foster an inclusive and diverse culture through initiatives, training & education, communications, and implementing optimizations based on high-level goals.
Responds calmly and professionally to emergencies, angry customers, or other stressful situations in the workplace.
Exercises good judgment in areas of responsibility.
Identifies or assists in identifying alternative solutions to problems or situations.
Regularly seeks new and improved methodologies for enhancing the effectiveness of organization.
Employs imagination and creativity in the application of duties and responsibilities.
Is not averse to change.

Responsibilities

Manage daily resourcing (call-outs, roamer shifts, etc.)
Establish escalation boundaries and protocol for Lead Receptionists regarding desk operations.
Ensure appropriate staffing levels.
Communicate and support consistent implementation of reception practices.
Ensure program service level agreements and operation standards are met or exceeded, inclusive of staffing levels, email response times, and overall customer satisfaction.
Plan and develop employee work schedules, coordinating break coverage ensuring the best use of resources.
Become the subject matter expert of all building operations including, but not limited to, security access levels, facility procedures, vendor points of contact, and any escalation processes.
Work with outside vendors on procurement of materials holding vendors accountable for deliverables and associated spend.
Work with SEABEL training team on overall best training practices for new hire and ongoing training.
Manage Reception Desk Trainer for successful onboarding experience for all new hires.
Manage performance by establishing clear expectations, evaluating performance against goals, and correcting performance as needed.
Coach and develop to facilitate success in current role and readiness for potential growth into other roles.
Hire talent to ensure the right people are in the right role.
Collaborate with Lead Receptionists to hire, coach and develop, and manage the performance of all Receptionists.
Assist leadership in interviewing, hiring, and termination discussions.
Foster a spirit of teamwork and unity among team members that allows for disagreement over ideas, conflict and expeditious conflict resolution.
Ensure that your team is clear on the expectation to provide elevated customer support for callers, visitors, community members, vendor partners, and all guests entering Amazon space.
Act as liaison between Northwest Center, Amazon and other Vendors ensure continuity across campus locations.

Benefits

Comprehensive Medical, Dental, Vision, Disability, and Life Insurance, effective the month after 30 days of employment
17 Accrued Paid Time Off Days Annually
Additional 10 Annual Floating Holidays, Parental Leave, and Paid Compassion Leave
Retirement 401(K) with a company match
Company-Provided Orca Pass – Unlimited use
Employment Assistance Program (EAP) via Spring Health
Mental Wellness Program including six free therapy sessions per year
Opportunity for career development with our NWC Mentorship Match program
Wellness Reimbursement Program - $25/month
Student Loan Contribution Program - $50/month
Pet Insurance Discount Program