We have great opportunity for those seeking a new challenge, but also a fantastic place to work. Come grow with us in New York, NY!
SPS Global offers a competitive benefits package including paid time off, paid holidays, medical, dental, vision, legal and life insurance, transit program, referral bonuses, pet discounts, EAP, and a 401K with company match.
Schedule: Typically Monday - Friday, 8:00am-6:00pm, with flexibility to work late.
The Client Services Supervisor (CSS) position is to sit on-site with our client and oversee small team. The position is responsible for daily service delivery, employee management, overall customer satisfaction, and strict adherence to all SPS policies. The CSS will act as the primary daily client contact in correlation with the Client Services Manager, while overseeing the staff onsite for all supervisory functions required.
Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service.
What you will be doing:
- Service Delivery
- Client Requests - Manage the receipt, delegation and successful completion of all client requests
- Deadlines - Meet all client and SPS deadlines
- Perform various support service activities focusing on imaging and printing/fulfillment
- Resource Management – Manage all resources within the operation including people, hardware/software and facilities
- Staffing Levels – Coordinate staff schedules to ensure appropriate staff levels are maintained and proper coverage is provided for PTO, sickness and emergencies
- Safety – Maintain a safe working environment for the SPS staff
- Track Activity/Performance - Track all client requests using the approved tracking mechanism
- Monthly Reports - Maintain metrics for monthly reporting of KPIs/SLAs
- Vendor Management – Oversee all equipment, supply and messenger vendors to comply with SPS contract
- Site Inspections - Perform multiple daily walkthroughs to observe team performance firsthand
- Documentation - Document any incidents and inform Client and SPS immediately
- Consistent execution & all deadlines met for payroll, billing
- Client & Employee Engagement
- Maintain Client Satisfaction Index (“CSI”) at or above previous score
- Participate in SPS sponsored events
- Partner with Client Services Manager on employee development, performance improvement and performance appraisal
- Coach, develop and cross train operations team to grow their careers
- Set and communicate to each staff member individual responsibilities, operational issues/concerns, daily goals, service improvements and customer expectations
- Operational Excellence
- Strict adherence to all SPS policies & procedures
- Serve as a knowledge resource regarding SPS policies and procedures
- Meet all contractual and client KPIs/SLAs
- Immediately report any personnel, security or data breach incidents to SPS leadership
- Proactively institute the SPS Governance Model to ensure client satisfaction
- Standardize policies and procedures, including statistical monthly reporting and benchmarks
- Drive operational improvements and solution design
- Troubleshoot and resolve all client, site management and site staff issues
- Coordinate, implement and oversee any special projects
- Assist in the development of training materials and execution of formal training sessions
- Support business development internally and as directed
- Perform quality control functions as directed to ensure accuracy
Competencies (needed by the Client):
- Ability to supervise direct reports
- Ability to properly handle highly confidential information
- Great time management skills
- Highly computer efficient
About SPS:
SPS Global is an international outsourcing organization that offers both business and document processing services. Our clients are Fortune 500 companies in sectors such as advertising, investment banking, corporate, fashion, finance, law and other professional services Swiss Post Solutions operates in more than 27 countries worldwide providing specialized support functions in areas such as Administrative, Information Technology, Mailroom, Document Production, and other Guest Services.
At SPS Global we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity. SPS Global provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by law.
Job Type: Full-time
Pay: $25.00 - $27.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Education:
- High school or equivalent (Preferred)
Experience:
- Supervising: 2 years (Required)
- Managerial: 1 year (Required)
- Law firm: 2 years (Required)
- Records: 1 year (Required)
- Copy and print: 2 years (Required)
- Customer service: 2 years (Preferred)
Ability to Commute:
- New York, NY 10004 (Required)
Work Location: In person