Reception Supervisor - Amazon

Supervisor of the Roamer Team

The Supervisor of the Roamer Team is a leadership role with expanded 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. Location: Bellevue, Redmond & Kirkland (flexibility to go to Seattle when needed) Schedule: Monday through Friday, 7:20AM 6:05PM (hours vary) Wage: Starting Wage: $31.08 per hour | Full Range $31.08 - $39.88 per hour

What we can offer:

• 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

Key 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.

Training

• 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.

People Responsibilities

• 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.

Customer Experience

• 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.

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

Preferred Experience :

• Experience in crowd or security management systems (i.e. Lenel, Right Crowd)

Demonstrable Skills

• 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.

Working Conditions & Physcial Demands

• Must be able to relocate to multiple sites throughout each day via company provided shuttle.
• Must be able to frequently carry and lift a backpack containing a laptop and other supplies, up to 50 pounds.
• May need to carry supplies to other buildings.
• Combination of desk and actively visiting several Amazon buildings - the ability to walk consistently within a 1.5 radius daily is required.
• Ability to read, write, speak and comprehend the English language.
• Ability to see both distance and details at close range, within a few feet of the observer (with or without corrective lenses).
• Ability to identify and understand the speech of another person (with or without a personal auditory hearing device).
• Ability to work a flexible schedule to meet the needs of the business, including occasionally arriving early, staying late on a moment's notice and occasional evening and weekend shifts.
• This is a dog friendly environment with over 1000 dogs on campus. Individuals with dog allergies or those who do not particularly care for dogs may not be the best fit.

About Northwest Center

When People of all Abilities Learn and Work Together, Everyone Benefits. The purpose of Northwest Center is to change society so that people of all abilities engage with each other fully in classrooms, workplaces, and the community. Legally structured as a 501(c)3 nonprofit corporation, Northwest Center is more broadly a "for-purpose" organization that uses and blends the best techniques of human services, business, and philanthropy in innovative ways. As a social enterprise organization, Northwest Center proves to the world every day that employing people of all abilities can be a powerful competitive advantage. Northwest Center's businesses generate over $5 million annually that Northwest Center reinvests into human services while covering 100% of the overhead expense of the organization and building cash reserves for future sustainability. Northwest Center's mission is to promote the growth, development, and independence of people with disabilities through programs of therapy, education, and work opportunity Northwest Center is committed to offering reasonable accommodations to applicants with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at View email address on click.appcast.io. At Northwest Center, we do not just accept diversity and inclusion we celebrate it, support it, live it, and flourish in it to benefit our employees, the community, and our clientele. We believe that our strength lies within our diversity and the forward motion towards a day when people of all abilities can learn and work together. We believe that curiosity and critical thinking are essential to the dialogue and improving decision-making, planning, resource allocation, and how we treat others. Our goal is to create and implement more equitable practices, policies, and culture. To be equitable means to value and respect individuals from all cultural backgrounds, genders, races, identities, and abilities. Northwest Center is proud to be an equal opportunity employer, including disability and veterans' status. IND123