Faneuil, Inc. is recognized as one of North America's leaders in providing customer contact and back-office processing solutions for a variety of clients. With unparalleled industry expertise, Faneuil fully supports end-to-end solutions that build success through effective customer care management and unique value-added features and applications. Faneuil offers attractive wages and incentives plus comprehensive health and welfare benefits including generous paid time off and tuition reimbursement.
For more information, please visit http://www.faneuil.com. Final candidates for this position will need to successfully complete criminal backgroundand other background checks, as required.
The Lead Supervisor is responsible for assisting and supporting the client in achieving overall growth and customer satisfaction, ensuring that client requirements and goals are achieved. The Lead Supervisor will serve as the on-site human resources expert accessible to employees to address immediate concerns. A portion of the Lead Supervisor’s day will be spent delivering recognition, coaching and feedback, developing new hires, documenting employee performance and conducting performance evaluations. The lead supervisor will assist in filling the shift and take control of the situation by communicating the status of the shift to facility staff.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Responsible for efficient and effective facility management. Provide sufficient support to all toll supervisors and toll collectors to ensure adequate traffic flow.
Responsible for ensuring adequate staffing for the duration of the contract.
Responsible for meeting financial objectives by controlling operating costs, accurately administering facility funds, ensuring proper collection and deposit of toll revenues, minimizing toll revenue variances using exceptions reporting, and monitoring toll violation rates for controllable issues, such as equipment failures.
Ensure a safe and secure environment for employees and customers by checking for proper operation of facility equipment, monitoring traffic lanes, reporting unsafe conditions, and ensuring a clean, well-maintained facility and grounds.
Responsible for delivering exceptional customer service through management of initiatives such as customer comment cards, tracking customer complaints, and monitoring employee/customer interactions to ensure courteous, professional and helpful service.
Communicates regularly with facility personnel on all operational and personnel-related matters.
Monitor contract employee progress reviews, performance evaluations and disciplinary actions. Resolve employee conflicts.
Ensure consistent adherence to corporate and client policies and procedures.
Maintain compliance with federal and state employment regulations.