Reception Supervisor
Description
The Supervisor 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 staff, collaborating with peer Supervisors to ensure consistency across the Reception Team. Your role will oversee Leads and guide them in the areas of hiring, coaching, development and managing the performance of all Receptionists. 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.
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: Baltimore, MD
Schedule: Monday through Friday, an 8-hour shift, between the hours of 7:30 am – 6:00 pm
Starting Wage Range: $29.31 per hour | Full Range $29.31 - $36.93 per hour
Schedule: Monday through Friday, an 8-hour shift, between the hours of 7:30 am – 6:00 pm
Starting Wage Range: $29.31 per hour | Full Range $29.31 - $36.93 per hour
What we can offer:
- Competitive and affordable Medical (including hearing & hardware coverage!), Dental, Vision, Disability, and Life Insurance
- 17 Accrued Paid Time Off Days Annually
- Additional 11 Annual Floating Holidays, Parental Leave, and Paid Compassion Leave
- Retirement 401(K) with a company match
- 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
- Physical Wellness Reimbursement Program - $25/month
- Student Loan Contribution Program - $50/month
- Free Onsite Parking
- Pet Insurance Discount Program
Check out the entire list of benefits Northwest Center has to offer here: http://www.nwcbenefits.com/
**Please submit your resume with your application. Cover letters preferred but not required. **
What You Will Do
Operational Responsibilities
- Manage daily resourcing (call-outs, 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 on materials holding vendors accountable for deliverables, and associated spend.
Training
- Work with training team on overall best training practices for new hire and ongoing training.
- Work with 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.
About You
- Associate degree required; bachelor’s degree preferred
- One (1+) years of experience in customer service, call center, or administrative support
- Proof of U.S. Citizenship is required. Some buildings may qualify as Sensitive Compartmented.
- Robust customer service or administrative support experience
- 2+ years of experience as a supervisor or similar management role
- Advanced computer skills in MS Office
- 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.
Working Conditions & Physical Demands
- Must be able to frequently carry and lift a backpack containing a laptop and other supplies, up to 50 pounds.
- Will need to carry supplies to other buildings.
- Encompasses a combination of desk work and actively visiting several Amazon buildings so the ability to walk consistently within a 1.5-mile radius is required.
- Ability to read, write, communicate, 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 flexible hours including occasional changes in schedule according to project needs. Occasional earlier or later start times, nights and weekends may arise.
- 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.
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 [email protected].
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.
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